Long Call

Author: CCa2z

Date: 9th November 2009

Long calls present problems around managing service level. There is no definition of a long call but lets say, 10+ minutes.

The longer the call the more likely agents won't be freed up quickly to take calls off the queue.

Where possible, calls should be broken down and any processing passed to 2nd tier back-office teams.  Here, all necessary details will be taken at the outset and any investigations or long processing will be undertaken off-line. This frees up agents by reducing front-line handling times.

A record of offline handling times need to be maintained for overall handling times.


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