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07-01-2005, 10:24 PM
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ACW vs Project Time
After the call staff studied the average amount of time after call work takes, we now allow 10 minutes acw and then switches back to production. We all agreed that 10 min is plenty of time.
However as ACW goes down, we are now seeing"Project Time" numbers spike. This is the time devoted to long period off the phone when an agent may be writing a technical report, doing extensive research ....etc. My fellow call agents developed the new system, it was not handed to use by management, but, it seems that there are some that are abusing the time. Our goal is to be available to the customer, and we told management we would improve the time on the phones. Does anyone have advice as to what controls can be established so that all staff conforms? 
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