Give Agents a “Breather” Between Calls

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Written by Megan Jones

It can be quite stressful to take call after call continuously, particularly when queues are building up.

This can be particularly difficult if the telephone system is set to auto-answer (sometimes known as “Force Feed”).

One technique to ease this is to use the wrap-up timer supplied on many telephone systems.

This allows you to set a short timer of between 30 seconds or 60 seconds between calls. This gives the agent enough time to close down customer records and mentally get ready for the next call.

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

Connect with Megan on LinkedIn

Give Agents a “Breather” Between Calls

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