Meddlesome Co-Manager

Question to Ask the Workplace Doctors about interruption by a manager from another department:

I manage the call center of a company that is comprised of a staff of 10 people. We strive to keep our hold time down to 45 seconds and for the most part, reach that goal daily. Recently, due to a medical leave, a vacation and a recent termination, we are extremely short handed and our hold time is suffering. We are aware of the issue, but encourage our CSR’s to process their calls, concentrating on giving each customer the best service possible, and let the hold time be secondary. We do not want them short-cutting quality for quantity.

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