Intentionally taking too long to record post-interaction work.Staying on the line with a customer longer than necessary to close the interaction or log any necessary information.Taking excessive (and unnecessary) bathroom breaks.Logging into voicemail to avoid a call.
#ENGAGEX CALL CENTER DOWNLOAD#
> Download Now: The 9 business impacts of a better agent experienceīut is call avoidance really the enemy when it gives your agents the space to create a better experience for customers? What is considered call avoidance? (Hint: packing your stuff into a cardboard box and heading for the door). And, they detail the consequences that follow call avoidance. These policies outline what it means to avoid calls. In an effort to discourage the two-minute time-out, many contact centers have strict call avoidance policies. It makes sense then, that an agent might try to sneak into a two-minute reprieve. It’s a fact: some agents will skip out on answering customer complaint after complaint (after complaint).Īnd with 66% of the people contacting your call center already fuming before they even speak to an agent, can you really blame them?Ĭustomers call in angry at your company, and agents take the heat.