A simple technique to ensure lunchtime cover in a contact centre is to set up a lunch buddy system. This is where two people team up and decide how to cover the lunch period. Only one of them can be away from the phones at a time.
This is self-managing and can make sure that you have coverage for the lunch period to keep the service levels up. It can also help adherence.
Author: Jo Robinson
Published On: 16th Aug 2016 - Last modified: 10th Dec 2020
Read more about - Archived Content, Absenteeism, Workforce Management (WFM)
