I have a serious problem in my call center, almost 20% of the time of the TSRS is spended in private
calls.
Have you any Advice? and experience with the implementation of the method you propose.

Oliver Benhamou

Hi Oliver, firstly let me take this opportunity to welcome you to the forum.

Hopefully you'll be able to get some decent answers from some of the others, but I thought it might be worth asking some questions:

How do you know the TSRs are spending almost 20% of their time in private calls?.

Is your call centre predominantly inbound, or is it more balanced?

Is it a widespread problem, or are there particular 'offenders'?

John

Thank you for your nice post, John.
I have a outbound telemarketing company.
I got from my telephone company a list of all the calls dialed, so it's easy to guess the nature of the calls.
The problem exists among most of the company I think and I would want to get some advice from the Forum.

Oliver welcome.

It seems to me that if indeed ou have this problem it is because can do it that they do.

In order to reduce it to a point where it does not matter, i'm not sure you will ever stop it completely, one can either become a cop or a coach.

Adopting the cop approach means that you need to install monitoring equipment and randomly monitor everyone. Those you catch, you initially have a quiet word with. If you catch them again it becomes a warning and if you catch them for a third time you let them go.

I guess what this amounts to is demonstrating very strongly what kind of behaviour is acceptable within your business. In my personal opinion, it is important however to let people make occasional calls as this demonstrates 'give and take' on your behalf.

Regarding the coach approach, what you do is monitor too. However, what you do is formally recognise and reward the additional work and results of those that do not make so many personal calls. This canbe by giving bonuses etc etc. I have to say though it is a strategy for a much longer time frame.

All in all, my advice would be start off by being a cop but then move swiftly over to coach. This way its a quick rap over the knuckles and then encouragement longer term.

Hope that has helped some

David