Another day has passed. And this is even worse than yesterday. Calls came pouring in as early as 6:30pm which usually would be around 7pm. Since then and before I've taken my lunch at around 11:30pm, no ending calls. No avail and several calls waiting. This was a crisis. This could not be for a Wednesday shift. Is it because they are already preparing for the 4th of July? I hope so.
The only thing that can save me is nothing else but VGH. Alas! It was offered around 1:25am. Unfortunately, I was in a call and not even close at ending that call by that time. What will I do then?! Of course, desperate times needs desperate measures, what I've done is placed my customer on hold. I told her that I need to prepare some tools and will be back after 3 minutes (since there is a 3 minutes threshold for holds) and then call the MOD (manager-on-duty). Luckily, I was able to get in touch with her and got a slot. She even told me that I was bad because I've placed my customer on hold just for this. That's how life is.
Aside from the usual, we are the pilot team of a project to standardize note taking and also to measure our compliance with the process flow. I'm really not sure how will it go but for sure this has a lot of loop holes. What will make this successful if all agents have integrity. I'm not saying we don't but then if we want our clients to get good results then we could just cheat. In line with that, I need to change my template for my note taking and add additional info for every call. I hope this will not affect my AHT in general.
'Till the next post.
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