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[quote=Anonymous][quote=Anonymous][quote=Anonymous] Many Job roles include responding to customer enquiries on the phone. If I call in at 8:30, because my own shift starts at 9, then I expect the “ early shift” person to pick up the phone.

I shouldn’t be left hanging because the person who is being paid to provide me with the service not out on the school run or having a latte at their local coffee shop.

I don’t mind  WFH as long as the full service is actually given and many employees take the you know what with it.[/quote]

Customer service lines have hold queues because the people covering the phones have other customers, and yes breaks to go to the bathroom or eat. I have worked customer facing jobs in small offices (before WFH) and we put people on hold or offered to call them back later because we did not have capacity to provide instantaneous service at all times. [/quote]

I wasn’t talking about waiting on hold for a reasonable amount of time ( under 5min). Where I work (hospital) we stagger lunch’s between about 12-2 to ensure continuous coverage. An issue with WFH is that there isn’t that natural coordination of breaks that happens when the team is in person so multiple people could be off at the same time and coverage isn’t met. Its due to poor management. [/quote]

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