Q. Dear Help Desk Coach:
Our ACD has an emergency option which allows users to bypass the queue for immediate assistance. Unfortunately this feature is abused by users to just want to jump the queue.
How should I handle this problem? My agents don’t want to be turned into gatekeepers, but they justifiably resent the queue jumpers.
Help Desk Manager
A. Dear Manager:
While the emergency feature seemed like a great idea to the manufacturer and those who enabled the feature on installation, they didn’t factor in a strategy to deal with the abusers of the feature . . . which has now become part of your job.
My recommendation is to first send out a notice, whether thru company intranet or email blast, notifying all users that a select few are abusing the feature and taking advantage of immediate support, when those in queue might actually have more pressing issues.
Alert users that all calls which bypass the queue will be logged separately, evaluated, and tracked. As a manager it will then be your responsibility to follow up with abusers/manager of abusers. Typically there are a few individuals responsible for the problem.
If you can temporarily have all emergency calls routed to you or a supervisor, you can act as gatekeepers and address the problem with callers. If callers need management/supervisory approval from either the help desk or another manager, it would cut down on individual abuse.
You can track calls and issues, the delay to other users (and number of users who received delayed support), and his could help you argue to discontinue the feature.
Help Desk Coach
© Donna Earl 2015.