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>>How
do I address too many personal phone calls in a call
center?
How
would you address employees who are spending too much
time on personal phone calls or personal emails? I don't
want to "police" my agents, but we do have a
business to run and in a call center, a lost call is
lost revenue.
Myra's
answer to How
do I address too many personal phone calls in a call
center?
A
good way to address this issue is: “I see you need
some time for this. How do you want to balance that with
your workload?”
Give
the employee the responsibility for coming up with a
solution and let him know that what matters is
good work being done. If the situation is
getting out of hand, you mi
g
ht say: “You need to focus on work when you’re here.
How can we work this out?”
Notice
that the approach focuses on questioning, is laced with
empathy, and is solution oriented.
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The
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