When a customer calls the help desk, 99.9% of the time, he or she isn’t looking for an afternoon chat; they need help with something that the help desk is paid to fix. In order to give that help efficiently, the help desk agent needs to be proficient on call handling.
If you needed your brakes fixed on your car, you would need to seek the services of a mechanic. Would you go to the big mechanic franchise that had a fairly good industry reputation but high prices? Would you go to the guy that has a bad reputation,
Customer service is never an easy job, especially if agents have to handle irate customers throughout the day. That’s why it is important to hire exceptional staff that enjoy working with others and helping people.