Quote:
Originally Posted by Porsche-O-Phile
...I wouldn't have lasted for three minutes of that crap,..
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That was the entire point of the reps play.
Likely while on with the wife it became apparent the customer was canceling so he switched to frustrating the customer into hanging up.
He's a Retention Specialist. His job is not to help customers, his job is to keep them from canceling.
Those call center reps can not hang up on you.
They are either prohibited by policy or as in likely this guys case they lack the technical ability to disconnect a call.
The rep's comp plan is tied to how many people he keeps from canceling.
He can maintain his personal quota by either converting the customer or getting the customer to hang up.
If the rep takes 20 calls and converts 10 and gets the other 10 to hang up he has a 100% success rate. If he actually goes through with canceling the other 10 his success rate is 50% which means no bonus and a talking to from his supervisor, who is also under quota.
The behavior is driven from the top down.
The reps are incentivized to act that way to avoid being penalized for servicing the customer.