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Bluntly put, you're not using the same set of priorities in your assessment that upper management uses. If your only priority is sales volume, then there is absolutely no reason to pause. Look at GP's business model: They have no competition, so there's no worry about driving customers to...

Jwade, if your wait time is suddenly improved and another explanation isn't staring you in the face, the reason may well be that a sizeable percentage of the calls aren't being actually serviced, just deliberately dropped as they come up. You're looking at "time in queue" and seeing 5 minutes...

A couple of words on call center management. A few of the performance parameters measured are "average call handling time", "call abandonment", and "time in queue". By deliberately dropping calls you introduce some really low duration calls into your average, you give less opportunity for...

I call. I wait through the count down until I'm number one. The line goes live, I hear voices in the background. My call is disconnected. This happened twice on Wednesday and 6 times today. 90+ days waiting for a title. I've got another guy waiting for the title from me. I told him when I...

There's no requirement that they slave it off, but they've always been helpful for me. The guarantee really only covers major discrepancies from the description. Algae in the tank probably wouldn't provoke a response. I also believe there's a deductible...