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11-13-2006, 06:10 PM
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Chasing long calls???
I'm a TM on a 200+ inbound tech support account.
We have a goal of sub 12 minute calls. About 4 months ago we were sending out our leads to chase down long calls and offer help to those agents. We stopped this practice as we noticed it had no overall benifit to the account's Handle time. Well new boss and she is starting this practice again. Yes, this does make our leads a little bit more busy but I don't think in the long term this will work, and it also burns out the leads. Does anyone else have any experience with this type of real time management? Pros or Cons to this also? 
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