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Hi Denvergirl,
What you are facing is the all around problem between discipline and motivation. Your agents are (for whatever reason) off the phones, and take their time doing whatever they want to, with the excuse:,, but you said I had to take that training, and ... (fill in any excuse you want here )... so it wasn't my fault."
Instead of disciplinary actions I would praise the ones who act in a responsible manner and put pressure on your supervisors. Let them monitor the time that the agents log out and let the agents in training log in (computer bases preferably), so that you can measure the time they are doing basicly nothing.
It is the TL/Supervisors job to make sure that his agents get a feeling for the responsiblity they have towards the company. I regularly survey that over here, to test how well my supervisors know how to motivate their team.
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On the subject of monitoring absence behavior.
I work with an Aspect system that allowes the staff to go in idle state for a certain reason. For trainingsreason, I discuss with my trainers how much time they need, and measure this to the idle time. Because this is a pretty small center (aprox 120 FTE), and I see training as a good motivation tool, I allow 5 minutes to and 5 minutes from training (added 10 minutes " smoke-" time).
If the agent needs more time.... let's just say, I wouldn't recommend it :)
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