Lack of available time and energy for effective training and monitoring of performance standards insures ongoing service issues. Service issues generate complaints. Resolution of client complaints require time and energy from key staff. Key staff is needed to insure training and monitor performance. It's necessary to break the cycle.
Time based billing is a key tool.
Failure to engage clients as partners in the management of their services will leave you at their mercy. When clients pay for all time used by the TAS, whether voice mail or live operator, they become partners in this process. It's in their interest to assist in streamlining their individual accounts. They are less inclined to come in late and leave early on a whim. They become more receptive to auto-attendants and clear guidelines for routing their calls.