I grew up as a competitive swimmer. When I first started as a child, I literally could not swim across the width of the pool. I began by learning how to swim. As I progressed to racing, it was amazing how a few fundamental changes could result in several seconds improvement in my times. Years went by. I got better. By the time I was in high school there were no longer any quick and easy improvements. I was trying to shave tenths of a second off my time and looking for tiny improvements I could make in every aspect of the race. I even shaved my head for the conference finals so that my hair (which was then much longer and thicker) would not create unnecessary drag through the water.
I think about this quite often as I work daily in Call Center Quality Assessment. When our group begins doing a third-party assessment for clients, I can almost guarantee that the client performs poorly in some of the nit-picky details of the call like hold etiquette and transferring callers. Transfer and Hold behaviors are usually the lowest bars on the bar chart.
It's a common reaction for clients to overreact to the results in these areas. At first glance, it appears that these behaviors are the most critical behaviors on which to improve (because they are being performed so poorly). The truth is that these are relatively minor issues in the larger picture of the customer's experience. It would be like me, as an eight-year-old novice swimmer, shaving my head to improve my time when the most important issue was that I could barely swim across the pool. There were far more important and fundamental improvements I needed to make before focusing on those little details made any sense.
For most contact centers, Holds and Transfers occur on a small fraction of phone calls and have relatively small impact on customer's satisfaction. If you've got issues in basic courtesies and resolution related behaviors (which occur on every call), you're better off investing your resources in improving performance in those behaviors. When you get to the point that you're doing the major things well, then you should turn your focus on the "minor details" that make the difference between "very good" and "excellent."