It’s a common misconception that service performance on the phone gets better the more time you have on your hands. I was reminded of this by Maria’s post over at Customers Are Always. It seems natural to believe that the more time you have to spend with a customer on the phone the better your service performance. But data consistently proves otherwise.
We have been a third-party QA provider for several companies over a long period of time. This allows us to track service performance over a period of years, through the peaks and valleys of their business cycle. We have consistently found that QA scores rise as the call volumes increase and begin to slip as the number of calls drops.
Why? When CSRs are on the phone taking call after call it allows them to get into a rhythm. You’re sharp, you’re crankin’, you’re on your game as the calls keep coming. When things are slow, CSRs are often focused on other things. Some are working on non-call related work. Some are reading a novel. Others are sitting back joking around with their co-workers. When a call finally does come through – they aren’t in the groove. They’ve been sitting there distracted, focused on something else and their service will tend to reflect that.