time
Storage? I am Storage!
The Age newspaper reporting on Netspace, an Australian ISP
In the lengthy email, staff were told they were to log out of their phones only four times a day.
"In the event that you have more than four logins and outs over your shift, you will be expected to explain why this has happened."
Later on in the email, the 12 second programmed delay between calls is discussed.
"This time is intended to be used for composing yourself for the next call and selecting the screens you will need to assist the customer," the email stated.
"This should be all the time that you require, I do not expect to see agents going into a not ready state after each call so that you can complete tasks related to it. You need to be completing these tasks (such as filling in RT, client info etc) whilst on the call with the customer.