cycle time

[acht]

Due to a company reorg. and ensuing layoffs, I have been given temporary responsibility for the call center. These highly technical people answer questions about Tax, Payroll and Employee Benefits.

I have met with many of the call agents one-on-one and they have agreed to help me tighten up the processes to mitigate the pared down staffing. I am fairly adept at flowing out processes and facillitating brainstorming sessions, but, I would like some suggestions as to where I should put my focus.

I would think that off the phone tasks - faxing, research, emails...etc - would be fertile ground and I would like to know what other off the phone work I can delve into.
I also see time that can be saved when a first level agent transfers a call to 2nd level support and stays on the line for resolution. This can be excellent customer service, but, in many of our calls it is not needed.

Any suggestions would be appreciated.