Plan B

[DeeBee]

My company is going through a restructure where my call desk is now adding trading to the job description. All my folks are S7 licensed and will now need to be able to place mutual fund and equity orders. Some employees are not warming up to the idea of trading since they were not hired for that job and threatening to walk if the company makes them trade.

The Organization has no plans to withdraw from their plan and basically everyone’s who works on the call desk now has a new job description.

I am also held to very high service levels 97% of all calls answered in 20 seconds. I already had one person quit and two others are threatening.

Does anyone have a Plan B so I can keep my service levels with in range and keep the desk running until I can find replacements? I am currently interviewing candidates.

All I can come up with is start training staff in other departments including executives and ask for an hour or two from each person a day to log into my phone queue to handle non trade related calls.

Does anyone have any other ideas????