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Do you find call center employees avoid calls?
Do they take themselves out of the queue or what other methods do they use?
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2 Answers
Support employees are generally a very bright group. They can find many inventive ways to avoid calls. The way I avoid that kind of behavior is to measure the number of calls taken and the level of customer satisfaction. If one person on the front line has much lower calls answered than the rest, I'll be looking to find out why and likely be taking corrective action.
Once the call is taken, I want to make sure the customer's experience is a good one. We've probably all heard the stories of people who immediately hang up the phone after answering because the only thing measured was the number of calls taken. They far exceed their goal, but only frustrate customers. If one person's customer satisfaction numbers are significantly lower than the others, I am definitely working with them to improve those numbers. I remind the employees that the customers are the people who are paying our salaries.
I managed call center employees, at several major companies. The phone tree the customer enters usually asks identifying info but the employee that answers the phone has to type the info into the CRM application. The unhappy customer will flag dissatisfaction with the tech that fills out the CRM form. The app takes 5 minutes to fill out, the tech support guy is expected to field 72-100 calls per day.
Anyway its phone system dependent. "Available Wrap, Idle(for case research)" Call comes in then quick bounce into idle takes you to bottom of queue then available again. One guy put friends and relatives into CRM for customer satisfaction, real info if escalated since tier 2 gets tagged with the satisfaction survey. Another guy called his extension via outside line. Caught by call-listening. Cisco phone app would crash or not recognize extensions.
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