Not all AT&T customers are screamers, of course. Most are perfectly nice. One man even insists on waiting on hold to personally tell my manager what a good job I did with his complicated problem. It really does make my day, just like a terrible call can ruin my day. But the glowing commendation makes no difference jobwise—it doesn’t factor into my metrics at all. If anything, the extra six hundred seconds the guy spent on hold probably wrecked my average call-handle time for the week. I’m still appreciative, but underneath, there’s a strange mix of resentment, envy, and contempt for the guy.
...more
