Indeed, but sometimes those reasons are legitimately stupid.
Case in point, any call center that wants to optimize handle time. The reason they pick it is because it’s a very easy and straightforward metric to improve.
You just hang up on people. You can make the number go down super easily. Tell them to call back, so they spend two or even three times as long cycling through a new agent each time. Then it’s 3 short 5 to 10 minute calls + time on hold which looks better than one 20 minute call.
Are drive thru restaurants still doing basically the same thing by telling people to pull forward to a parking lot stall, to make it look like their time to complete an order is faster than it actually is?
I’ve only seen that happen when one particular order is waiting on something. It’s a good move because it gets that person out of line so other orders can be filled while they wait instead of holding up the whole line. If they did that to every order they’d just be wasting time making an employee run out to the parking lot every single order and trust me they don’t want to do that.
Yeah. I’ve worked in a few places with drive throughs and that is exactly why they have you pull forward. Some places only tell people with large orders to do that though.
Indeed, but sometimes those reasons are legitimately stupid.
Case in point, any call center that wants to optimize handle time. The reason they pick it is because it’s a very easy and straightforward metric to improve.
You just hang up on people. You can make the number go down super easily. Tell them to call back, so they spend two or even three times as long cycling through a new agent each time. Then it’s 3 short 5 to 10 minute calls + time on hold which looks better than one 20 minute call.
Are drive thru restaurants still doing basically the same thing by telling people to pull forward to a parking lot stall, to make it look like their time to complete an order is faster than it actually is?
I only get told to pull forward when there’s a queue, and they want to get the person behind me to the window.
I’ve only seen that happen when one particular order is waiting on something. It’s a good move because it gets that person out of line so other orders can be filled while they wait instead of holding up the whole line. If they did that to every order they’d just be wasting time making an employee run out to the parking lot every single order and trust me they don’t want to do that.
Yeah. I’ve worked in a few places with drive throughs and that is exactly why they have you pull forward. Some places only tell people with large orders to do that though.