Tough call (here it would be easy. Get fired is better than quit, in terms of social security). Perhaps the numer of calls is offsetting the lower stats? If you are concerned about it, try talking to one of your supervisors.
You can also try to take less calls, thus giving you more time to help the customers. That should improve both customer satisfaction, and give you more time to sort the issue out (and explain it to the customers).
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"Live your questions now, and perhaps even without knowing it, you will live along some distant day into your answers." -- Rainer Maria Rilke
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