gingersnap1027
Technical User
I work for an insanely crazy place and this is an insane scenario but here goes.
I'm running list measurements attendant group and sending the stats to the COO, 2nd Banana in the company, because he's really concerned about their performance. We have two attendant consoles which are both staffed during the day and they answer 1000 calls a day within 8 seconds.
The COO says this isn't good enough they must be doing something wrong so he drags me up to the front desk to listen to them. They are both tag teaming the calls and knocking them down one after another as quickly as possible so I have no advice to give them. They also average around 15 seconds of talk time so they are very short and rude to callers but that's what is expected of them I guess, especially with all this pressure coming down to them from the COO.
The CEO the big cheese also refuses to not tell callers right away that they can dial 0 at any time to speak to an operator on our main greeting so that also compounds their problem, everyone hits zero.
Is there a way I can route attendant/zero calls elsewhere when the two attendants are busy without attendant vectoring to help them out?
Or how do I convince the COO that the operators are doing all that they can with just two stations. This guy also insists that it must be something that the operators are doing wrong and he refuses to spend money to add anymore positions up there.
I'm running list measurements attendant group and sending the stats to the COO, 2nd Banana in the company, because he's really concerned about their performance. We have two attendant consoles which are both staffed during the day and they answer 1000 calls a day within 8 seconds.
The COO says this isn't good enough they must be doing something wrong so he drags me up to the front desk to listen to them. They are both tag teaming the calls and knocking them down one after another as quickly as possible so I have no advice to give them. They also average around 15 seconds of talk time so they are very short and rude to callers but that's what is expected of them I guess, especially with all this pressure coming down to them from the COO.
The CEO the big cheese also refuses to not tell callers right away that they can dial 0 at any time to speak to an operator on our main greeting so that also compounds their problem, everyone hits zero.
Is there a way I can route attendant/zero calls elsewhere when the two attendants are busy without attendant vectoring to help them out?
Or how do I convince the COO that the operators are doing all that they can with just two stations. This guy also insists that it must be something that the operators are doing wrong and he refuses to spend money to add anymore positions up there.
