What actions would you take if the agents are idle while the service level is decreasing?

Question

Accepted Answer

To address idle agents while service levels drop, I would analyze data, reallocate resources, and implement immediate engagement strategies.

Analyze call volume trends to identify peak times and adjust staffing accordingly.
Implement a proactive engagement strategy, such as assigning agents to assist with back-office tasks or training.
Communicate with agents to understand any barriers to taking calls and address them promptly.
Utilize real-time monitoring tools to identify idle agents and reassign them to active queues.
Consider implementing a 'call-back' system to manage service levels without overwhelming agents.

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