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Well, the problems occur all the time during the winter. Our phones ring non stop probably 18 hours a day without a break of calls. We have between 20-40 people in queue that need their call answered and probably 5-10 calls would need a supervisor's help whether it be that the customer wants to yell at the supervisor or the CSR need individual help regarding the customer's account. There are only 4 supervisors in the call center, in the winter all 4 pretty much are there at the same time, but there are still 60 agents working on the phones and only 4 supervisors to help all 60.
Hiring more supervisors would help the situation, but the company doesnt have the budget for that. We are looking for a cost effective way to provide better service to the CSRs with the only 4 supervisors we have.
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