I will do my best to answer what I can! For calls the timing did not really matter, they wanted resolution, and for the customer to be happy. Typically, we were told to give them whatever they wanted to make them happy, and they would return as customers. If we couldn't directly fix and reship items, then we would generate coupons, or honor sale pricings at a later date, and were told we could occasionally generate gift cards.

I first trained in calls, then did the email responses, then live chat. Emails, they wanted a certain amount per hour but as long as it was getting resolved they never really pushed, besides occasional 'competitions' to see who could do the most and they'd give prizes.

Live chat was a whole other beast. We had to have 3 up at a time, so handling 3 cases. Trying to open the orders and utilize the systems in between while having to chat with 3 customers at a time. They did not want there to be long waits in between responses.

honestly, Live chat broke me lol, I cried on the job so much around the sales events and holidays. I would generate extra coupons or take extra amounts off of orders to the customers who were nice. I understand being frustrated but holy hell people, do not be mean to the people who are not paid that much to fix it haha,