Management has weekly/every other week "touch bases" with you about your performance. The customers I can handle, that's not an issue at all - it's how management treats this. They are on their way home, on their way to work, cooking dinner, eating lunch, whatever.
Chat? Your "touches" tank the minute there is a "longer issue" that you have to take care of, people are more impatient and ruder, and depending on your shift - people aren't at computers anymore chatting in for help. There is a backlog of 500+ at a time and you do not have to churn them out as quickly while having a person on the other end sending you the sand timer emoji. That means any agent that is on the phone answering calls can simultaneously answer emails! Great way to "up your touches." Email? No problem. They grade all contact channels the same. Why am I explaining all of this? See the next bulletin. Phones? You can simultaneously answer Phones and Emails at the same time. Email? Kick your feet up, answer easy emails and your "touches" are fine. Having to navigate around 3 separate issues, which can be complicated, will have you feeling anxious because god forbid you take longer than 3-4 minutes to turn a chat around to churn in the next customer. In the chat channel, you are expected to have 3 chats open at the time and an email. They are heavily moving customers away from phones and do not even publish the phone number on their website. Right now, there is a phone, email, chat, and social channel. Now that I've prepped you on "touches," let's get you into the channels. If you take 6-6.5 minutes per person, they consider this awful. Not only are they looking at how many people you "touch," but they are looking at how long you are taking with each person. they basically reduce you to a number called your "touches per hour." In short, this means how many people you churn in and out while in live chat, email, or phones.
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