My call center is about to move to exact compliance, ie your break is scheduled for 5:15, you need to log out at exactly 5:15. Currently we have a 15 minute grace window.
The call center's average AHT is about 11:30 so this seems like a really stupid idea that is going to result in a lot of people sitting out of the queue for a few minutes before logging out.
Does anyone else work in a call center with exact compliance? How does it work? Is it hard to meet?
The call center's average AHT is about 11:30 so this seems like a really stupid idea that is going to result in a lot of people sitting out of the queue for a few minutes before logging out.
Does anyone else work in a call center with exact compliance? How does it work? Is it hard to meet?
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