How the revolution began.

The agent walked into the manager’s office where she awaited his arrival. When he looked at her face, he saw a face so stern that he could feel the pressure in the office increase exponentially. He could already tell this was not going to be a good meeting even he though wasn’t yet sure what it was about.

“You wanted to see me?” the agent said nervously as he took his seat.

Without saying a word, the manager turned up her computer’s speakers, clicked the mouse and a recording began to play. The agent could immediately tell this was one of his calls that she had been auditing.

“I can transfer you over to our Billing department. Would you like me to connect you now?” the agent said on the recording.

“Sure,” the customer replied.

“Just a moment,” the agent said before dialing the number to the Billing department.

Then came a recorded voice that announced, “Thank you for calling Customer Service. All agents are busy. Your call should be answered within one minute.”

“My definition of ‘one minute’ is very different from yours,” chortled the agent’s voice on the recording.

Suddenly the manager pounded her fist on her desk with such force that she nearly broke her desk in half. Then she stared at the shocked agent with the angriest face he had ever seen.

“And what, pray tell, is your definition of ‘one minute’?” hissed the manager.

“60 seconds,” the agent stammered.

“60 SECONDS!” the manager exploded. “HOW DARE YOU USE NON-COMPANY STANDARDS OF TIME MEASUREMENT WHILE ON COMPANY TIME! WHILE YOU ARE ON THE CLOCK, YOU ARE TO OBSERVE ‘OUR’ DEFINITION OF ‘ONE MINUTE’ WHICH IS 6,000 SECONDS! WHY DO YOU THINK WE KEEP OUR CUSTOMERS ON HOLD SO LONG? THIS IS A SERIOUS BREACH OF COMPANY POLICY! YOU ARE FIRED! YOU HEAR ME? YOU! ARE! FIRED!”

“Fine,” the agent stood up in defiance. “I never liked this job anyway.”

“GET OUT!” the manager screamed.

The agent threw open the door to the manager’s office and, as he ran out of the call room, he yelled for all the other agents to hear, “One minute is 60 seconds! One minute is 60 seconds! Set yourselves free! One minute is 60 seconds!”

The chaos that followed in the call room was deafening.

And so began the Great Call Room Revolution of 2013.

And now you know the rest of the story.

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