Daily our call bank receives about 400-650 calls daily. There are days where we receive out of the ordinary requests. The difficult part is if the technician's familiarity with the essence of the request is not sufficient, it becomes difficult to achieve first call resolution SLA. For every call I receive, my goal is to close every incident at first encounter. Therefore, it is imperative to listen well, repeat the need back to customer, resolve on initial contact as often as possible.
Great compensation package
Poor manager/management skills