This is interesting as every call center I have worked or been involved with has always had metrics of hold times and a whole group of managers doing call forecasting and manipulating schedules to ensure a target of average hold times, average handle times, and average not ready states for their workers. I feel like HP is taking heat for something that every single company is guilty of. All companies want to encourage self-service, to the point of eliminating tools for agents to assist the customer, forcing them to refer the customer back to the app or website to complete transactions. Callcenter workers are a constant cost center and companies are trying anything to avoid paying.
This is interesting as every call center I have worked or been involved with has always had metrics of hold times and a whole group of managers doing call forecasting and manipulating schedules to ensure a target of average hold times, average handle times, and average not ready states for their workers. I feel like HP is taking heat for something that every single company is guilty of. All companies want to encourage self-service, to the point of eliminating tools for agents to assist the customer, forcing them to refer the customer back to the app or website to complete transactions. Callcenter workers are a constant cost center and companies are trying anything to avoid paying.