The other common caveat is, "What if an agent is taken off the phone to do active wait when the agent should be taking calls?
One best practice is to set active wait goals by call center instead of by company.
Of the 16 available hours per month of wait/idle time, creating one hour of active wait
per agent per month pays for the Knowlagent solution, and as an annual SaaS subscription, the solution is paid off within 12 months.
Increased average minutes of active wait
delivered per agent by 55 percent.
Technology identifies and collects idle time across many agents to deliver larger, more usable segments of time that can be used for deploying shrinkage activities - creating active wait
To ensure its leadership today, it is essential to manage customers waiting time and to optimize their requests with resources/vendors available, so that they receive a high level of care with skills that match their inquiry, all associated with minimum and active wait
As a result, AHMSI implemented RightTime, Knowlagent's call center productivity platform, to aggregate small increments of idle time and update agents on new compliance directives--turning unproductive wait time into active wait