A firefighter’s job is to be ready to assist if a call comes in on a fire or medical emergency.
A help desk operator’s job is to be ready to assist if a call comes in on a problem.
The fire marshal does not complain about his firefighters and their lack of production when there are no calls coming in for fires to fight from homeowners.
And the call center supervisor is probably complaining about his help desk operators and their lack of production when there are no calls from the customers with issues they think need solving.
Are you an employer? A supervisor? A coach? A mentor? Do you think of the people you lead as firefighters, always on the ready and earned respect? Do you think of the people you lead as help desk operators, disposable and barely worth the ultra-low salary they agreed to take for the job?
Let’s discuss. Email me at jclevelandpayne@gmail.com.