The Multifunctional Role of Customer Service 

Some call centers provide bonuses for upselling products for representatives whose primary function is to answer customer questions and update accounts. For example, a clothing store might offer its CS department a bonus for multiplying the quantity of product in an order. Establishing a minimum handle time in this circumstance supports the multifunctional role of the representative who is responsible for both selling and serving. 

Lead Qualifiers and Inside Sales

From booth staff at a convention to a formal inside sales department, the job of a lead qualifier is to find customers who could benefit from a particular product or service and forward the best leads to a sales team. It is then up to sales (inside, outside, inbound, etc.) to close the lead. Although some inside sales teams are tasked with lead generation, it is a company-wide responsibility. Therefore, even though inside sales will forward a potential lead to the sales team, CS should also feel comfortable discussing a client's needs without regard for their call time. The best customer service will benefit the entire company.

Asking open-ended questions is a well-understood concept in the sales and CS industries. The goal is to promote dialogue during which the customer's needs are identified. Such dialogue will extend a call, thereby making a minimum call time, rather than a maximum call time, a more accurate benchmark.