Six Tests of Your Call Center: To what extent must customers...

1. Scream "agent" repeatedly to override your voice menu?
2. Start over with a different agent after being disconnected from the first one?
3. Key or speak identifiers, then repeat them to an agent?
4. Get promised callbacks or corrections that never occur?
5. Hear "I'll have to try to find a supervisor for that"?
6. Suffer inappropriately perky music as prelude to the above?