Statistics – Statistics – Statistics
Many companies rely on statistics such as number of calls, wrap up times, length of time on call etc. The question is how much do we actually get from these figures. You may have a telemarketer making 150 calls a day against another working in the same department making 100 calls a day. Looking at the figures it appears the first is working fifty percent harder. The actual result of these calls paints a very different picture if we then find that the agent with the lowest number of calls has a greater success rate. The lesson to be learned here is if we are going to use statistics we need to interpret them correctly and remember all is not always what it seems.
This is required to comply with legal requirements for telemarketing calls.
Customer service typically requires a representative tto answer questions on behalf of an existing customer.
This involves commercial communication (direct mail, e-mail, telemarketing) with consumers or businesses,
usually unsolicited.