I appreciate your comments...just don’t fully comprehend them.
I am a cashier @ Target. They time our transactions with each ‘guest’. They keep adding things over which we have no control (this effects timing and all of that...oh well)
Customers complain about the time the chip takes, AND they complain about being hacked... 6 of one, 1/2 a dozen of the other! Personally, I’d rather spend a few additional seconds in line...
What I did was come up with staffing needs for contacts during operating hours. It is based on customer time, waiting time, and “work” time. That is why they keep timing the transactions.
The best example is a bank or service counter. If there are four windows open, the wait time is probably reasonable. If one of those windows gets closed, the wait time increases.
There are some pretty complicated formulae that go into this. If you are dealing with multiple locations, and millions of contacts—say 30% of them taking fifteen seconds more...the additional time waiting goes up 1,250 hours a month. So, additional cost of waiting adds up to quite a bit over time.
It’s only a few seconds here and there, but the seconds add up in large companies.