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Wow, they set their minimum to 60%??? What kind of company does this? No company, especially one that deals with customer complaints should set a service level that low.
Their minimum should be 95%. It's common sense, if you set a minimum that low, you will aim low. No one is watching these idiots so they are making up their own work-hours, who to help, when to help and getting paid mad $$$$. I mean, if they are not solving cases, WTF else are they doing??
Makes no sense. ICASA is PATHETIC.