If you're with an inbound sales account, ghost calls can really hurt your stats as these ghost calls also count as part of all calls you received on the shift. Yeah you can notate all you want that you received a ghost call or a prank call but, based on experience, those notations won't do you no good. Ghost calls, moaners and prank calls will still be counted against you.
On the other hand, if you are with an inbound customer service or tech support, ghost calls may prove to be heaven sent as these types of calls give you an opportunity to breath and relax a little, especially when it's queing. You know you can have a stress-free minute or two just repeatedly delivering your ghost call or prank call spiel before you let the call go, so maximize! Oh come on! Anybody who says they release ghost calls right away is either a liar or a newbie.
I bet you there were even moaners that made you giggle while you're listening and even went to the extent of waiting for a sup to take the call or give you the green light to release the call. Some reps will take every available opportunity to "rest a while" which is perfectly understandable especially on toxic days. Just make sure QA doesn't tag you with "Lingering on a Call".
Rule of thumb: release ghost calls, prank calls and moaners within 2 minutes after delivering the prescribed spiels 3 times (NOT 30 TIMES!). Notate and if possible, have the sup counter notate as well.
Anyway, have a great shift this Halloween! I would love to hear from you. Feel free to REACT or COMMENT. See you next post.
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