Call Center Agent Quotes & Sayings

Zappos uses call center technology to track average call time per agent. But the goal isn't to reduce this average - it's more important that we make an emotional connection with the customer, rather than just quickly getting them off the phone. — Tony Hsieh

Delta Airlines recently proposed giving frequent flyers a controversial perk: the option of paying $5 extra to speak to a customer service agent in the United States, rather than be routed to a call center in India. Public disapproval led Delta to abandon the idea. — Michael J. Sandel