This is really important to the distribution of work within our team. For our function, the team, of 55, are regularly in and out of different states,completing differing off phone tasks for our customers. Allocating calls based on an Agent's highest available time to take a call, rather than the longest time between when they last actually took a phone call, would provide a better spread of overall workload.
Another example of where this allocation of calls would better suit our service would be relating to the types of calls we take. Our service is not based on transactional type calls and therefore there is a big difference in the length and complexity of the calls we take. This can mean that call lengths regularly vary between 1 minute to over an hour. This variety translates into the length of time it takes an agent to make the notes from the call (in wrap time). Where an agent has been talking for 50 mins, wrapping for 20 mins and then receives the next inbound call - over an agent that has been sat in 'available' waiting for a call for 15 mins is not an even spread of work.
Lucy
supported this idea
·
This is really important to the distribution of work within our team. For our function, the team, of 55, are regularly in and out of different states,completing differing off phone tasks for our customers. Allocating calls based on an Agent's highest available time to take a call, rather than the longest time between when they last actually took a phone call, would provide a better spread of overall workload.
Another example of where this allocation of calls would better suit our service would be relating to the types of calls we take. Our service is not based on transactional type calls and therefore there is a big difference in the length and complexity of the calls we take. This can mean that call lengths regularly vary between 1 minute to over an hour. This variety translates into the length of time it takes an agent to make the notes from the call (in wrap time). Where an agent has been talking for 50 mins, wrapping for 20 mins and then receives the next inbound call - over an agent that has been sat in 'available' waiting for a call for 15 mins is not an even spread of work.