Customer service from the other end of the line

In recent columns we’ve heard from demoralized customer service workers, who say the only thing worse than an insurance bill fiasco is a customer service call center that is dictated by numbers. Numbers such as whether the workers meet their quotas for calls, whether they get customers off the phone in the allotted amount of time and even how many minutes they spent in the bathroom. Those kinds of stats determine whether they’ll get a raise or be shown the door. Some call center workers told us of colleagues “accidentally” hanging up on callers with particularly difficult problems so they …