GoResponse Telephone Answering Service Staff

Call centres must strive to reduce agent avoidance tactics

Customer ServiceIn the call centre, where agents are the frontline staff, it’s important that everyone is eager and willing to put their best foot forward. As in any organisation, there are often a few individuals keen to take advantage and reduce their workload if possible. If telephone answering services feel this is occurring, there are several good ways to deal with the issue.

First, some agents use a shuffling tactic to place themselves at the back of a queue. Systems allocating calls to agents who have been waiting a long time can easily be taken advantage of; all an individual needs to do is become unavailable momentarily and then they will be shuffled to the back when they are back on again. Looking for patterns can catch continual offenders.

Another tactic used is to stay on a call even after it has ended. Customers normally end a call, but the line doesn’t always go dead, allowing agents to hang on. Some people might take advantage of this to have a few moments to relax. Unfortunately, it can be hard to tell when people are hanging up, so effective call monitoring must take place.

Finally, some people utilise after-call work to indulge in personal things, such as checking football scores or sending an email. It’s hard for managers to know which calls require post-call work. However, by using screen recording, email monitoring and internet histories, the worst offending culprits can be identified.

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