My problem is that the agents can often take 15 - 20 mins after making a call to do "admin". So a wrap up that last x minutes would be futile as the incoming traffic is a fraction of the activity. I'm thinking about making the phone buzz after x minutes to "remind" the agent that a period of time has elapsed, and they should be getting on.
Does anyone else have similar issues in a similar environment?
Hi James,
This can frequently be a problem in inbound or outbound environments. I believe identifying the real problem comes down to 2 things.
1. Does your system/process/sales pitch allow the agents to complete admin tasks whilst on the phone talking to the prospect?
2. Do your agents realise the potential lost value to them by this happening?
If your systems and processes are not geared up to allow agents to complete most of the work on the phone you will always have difficulty around shrinking or eliminating ACW.
Unless your agents realise that 15 mins wrap up after each call means X hours lost dialling each day which could mean £.... lost commission they will not want or feel the need to change.
Happy to take the conversation offline if you want to get in touch on chris@thesillygroup.com
Hope this helps.
You must log in to post.
