According to research ending every call with “Have I resolved all your issues?” Reduces how often people call back.
But yeah if you want to upgrade your product, it takes 5 inbound calls because of the steps. All but the last one could be automated.
I got yeeted.
Worked tech support for an ISP. The tech side was well managed and smart. (Left when that changed.)
The customer service side fielded TV and account related calls. They were driven by average calls times. What a cluster. Guess who straight hung up on customers when the call went too long? Some people would call be 4-5 times.
Meanwhile, we could take all the time it took to resolve. A 1-hour call is way cheaper than rolling a truck. Yet some assholes would roll trucks for nothing, then bitch there were no trucks left.
Heh, yeah but my metrics don’t care about how many trucks I roll! Just how long my calls are! “Modem restart didn’t work? Truck will be on its way.” “Modem restart didn’t work? Truck will be on its way.” X100
100 calls an hour BABY.