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Case: In a local 24x7 call center for a bank, all customer service representatives are required to read work related bulletins before the start of their shift. The bulletins contain changes, updates, and/or new product notices that may affect any number of clients calling in to the center. On new product offerings, the notices may include incentive bonuses the representatives may earn. It is imperative the representatives start their shift, having read all these bulletins. Some representatives can read the bulletins in as little as 10 minutes while it may take others up to 30 minutes.
Mary's shift starts at 8:00 AM. She arrives at her desk each morning at 7:30 AM, logs onto her system, reads her updates and by 7:45 heads down to the cafeteria for a cup of coffee. She is back at her desk by 7:55 getting her note pad, headset, and call volume ready to receive her first call at 8:00. Mary leaves her desk at 12:00 PM for lunch and returns promptly at 12:30 PM. At 4:30 Mary signs off the phone system, completes last minute paperwork, hands it in to her manager, signs her timesheet to reflect 8:00 AM start time, out at 12:00 PM, back in at 12:30 PM out at 4:30 PM.
Question: Is Mary's account for the day accurate? Is so why? If not, why not? What problems will you encounter?
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