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Call centres put coffee before customers

Briefs | 05/03/2007 3:49 pm EDT

Call centre managers spend more time taking breaks from work than trying to solve customer complaints, according to Compass. In an analysis of 50 contact centres, the IT consulting firm learned that call centre managers spend just 2% of their time addressing external communication problems – far less than the already miserly 7% they spend on breaks. According to Compass, this is why contact centres get such poor marks from consumers.

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