Are there any guidelines or legislation about how long the automatic wrap up time should be after a call before the analyst is returned to an 'available' state to take the next call ?
Automatic wrap up time
Call Centre Helper Forum » Call Centre Management
(3 posts)
I guess it depends on the Centre and the amount of work, if any, that you expect staff to complete after the call has elapsed and whether you are able to apply a standard time to that work.
I've seen set times, no wrap time and indefinite wrap time till the agent goes back into a state to take their next call. Each have their own pros and cons although provided you are able to record and measure the amount of time agents take and can benchmark or compare staff within the same team or skillset this will meake the management of staff easier.
Posted 1 year ago
Thank you. I just wasn't sure if there was any Health and Safety legislation which stated a minimum amount between each call so you've answered my question
Posted 1 year ago
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