In a call center job, is customer satisfaction or company cost-saving more important?

[sadrose]

I am a bit confused here. My company is an employee-centred workplace. At least that's what they claim. Now, I am scoring 50% in performance metrics whereas my calls are going longer that is costing the company more. But, my TL is appreciative of my scores but, wants to give me coaching for the increase in cost.
Now, here lies the confusion - which applies to an employee's good appreciation? Consumer Satisfaction or saving Company Costs?

[Masie]

I would have to guess that cost trumps customer service even in a customer service based company.

No offense but I have not called too many customer service numbers for something and felt the agent was happy about taking the call. It just seems to me that they are going through the motions.

That isn't to say that companies don't value good customer service and support. I just have to believe cost is more important to them.

[sadrose]

Then the appreciation is fake.

[Masie]

I would guess it is. It is probably to prop a person up and make them feel appreciated without actually caring.

[sadrose]

Gotcha...

[Stevepro68]

Money it all comes down to money. Slogans goals mission statements all take a back seat to profit in business. Yes some are more imbalanced than others about it but all companies have the same goals with the same window dressings.

[sadrose]

So, if they are losing money, they are preferably going to make sure to let the Employee go

[Purpleronnie]

Both are important and success in either need not be at the direct expense of the other.


Time spent talking to customers doesn’t directly equate to their satisfaction.

[sadrose]

That's true... but it means my job is at stake, Isn't it?

[Anonymous]

I think both are equally important, but you can argue that customer satisfaction should be more important. You probably won’t win though, not if you’re arguing with the owner of the company.

[sadrose]

Exactly...

[DryGermanGuy]

Middle management is notorious for saving 20 bucks on paper which will cost ten times more in the long run. 🙄😡

[Anonymous]

Both would be very important, you have to find a balance between each.

[DirtyOldMan777]

Customer satisfaction. businesses great life long customers by satisfying them.

[LiamS95]

Customer satisfaction is always #1