Johnny_Palmer t1_jdqfpwp wrote on March 26, 2023 at 11:34 AM

Reply to comment by cheap_walmart_art in LPT: If you call a company to speak to customer service but the automated menu won't let you talk to a real person, say "Upgrade my account" instead of "Refund" or "Cancel," when the automated menu asks you to state why you're calling. You will immediately be transferred to a real person by BigSpoonFullOfSnark

And then I get a ticket to tweak the metrics a bit! I’ve implemented rules at 2 call centers now that basically identify these kind of access patterns as “problematic”. The entire master call is removed from all metrics and placed in a bucket for someone to review manually, and I guarantee the 2nd part never happens lol

axesOfFutility t1_jdqi0uo wrote on March 26, 2023 at 12:01 PM

Hahaha yes, identify and isolate outliers. Or report the metric with and without them. Or add a small footnote to the metric that outliers were removed and were only 0.1% of total call volume