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Call avoidance is the term I use. Depending on the phone system you are using there are several ways to avoid calls.
most of which have been mentioned already.
Keep an eye on your reports and hold your managers accountable for short calls and out going calls.
a trick I encountered a while back was puting a client on hold and then hanging out in the vru for a different department.
The key to limiting Call avoidance is a good workforce manager that is constantly looking at all agent activities together with a well put together quality team conducting LIVE call monitors.
You management staff should also be employing MBWA (managing by walking around). This constant management presence on the floor will make things difficult for would be avoiders.
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