Post #2153231

This is precisely what happened at both of my call center jobs. Started out great, with new employees getting a month of training before talking with a customer, but rapidly accepting as many customers as are willing to call in. Then when they started to fall behind on support from the extra workload, they just outsourced it to a third party and didn’t teach them jack. KPI Number go up, but every customer I talked to recognized the significant drop in quality.