Custome care executive

"As a customer care executive i decided that today i will talk to all my customers with patience & help them with my best efforts without concentrate on AHT because it harasses my customer satisfaction ( CSAT.). So have a good day to myself" 

Its a common thought in all executives in voice process; i don't know about those who are working in non voice process. But we get ourselves in a fix when we reach office & our team leaders inform us that ' today you all have to focus on your  average handling time (AHT)'. AHT is directly related to profit of a BPO company although any executive never want to harasses his CSAT in the name of AHT.

Call Quality is another important factor in our life as well as company too because it is directly related to client. Call quality has some predefined parameters, some of the important ones are empathy, tone & manner, is the executive used all possible knowledge, level of knowledge etc. These parameters are audited in a audit sheet. When you make a call then you get that some CCE are provide you information in a hurry, you get yourself irritate, the reason is nothing else but AHT. In every company the shifting time is near about 9 to 10 hrs. An executive has to complete  his login hours & he takes near about 200 calls & the most important factor is attendance which makes an executive's life worst. Every Team Leader & Manager wants to make his data & the CCE gives the sacrifice for the same. Managers can absent from the office but we can't; in the name of process shrinkge, while it will be a  national holiday . They often forget that we do the work & then they get their salary easily. Here in India we often blame the government for reservation  in government jobs but we forget many managers which don't consist the quality of an executives in private companies, working as managers only due to their business relations. An executive's life is not so easy you can states that every job has it pros & cons but you can't change the reality.Whatever i mentioned above will be your feelings when you'll spend a lot of time in this job.