If we time calls, aren't we still in the scientific management era back in the Industrial Revolution? Oddly enough, there are still proponents of scientific management. Aldi's and Walmart both still time their cashiers. If they don't meet a deadline, they are fired. I feel that it's very stressful and it defeats the true purpose of the call center...to help the customer. Yes, the rep should be on the phone for a reasonable amount of time...if unsuccessful at solving the customer's issue, the rep should pass the call on to the person who has the necessary amount of expertise.
What do you think? Is scientific management dead or still alive and well?
(PLEASE GIVE ORIGINAL AND GOOD QUALITY RESPNSE. THANK YOU!)