Hi,
I have been working as a service desk analyst for 2 years now. The current company that I am working on caters to BPO. It handles different accounts to cater companies IT need. I would like to know the current global trend in the business. I would like to understand is it normal for a call center company to leverage it’s agents? Being leverage in the sense that an agent handles 2 or more accounts. For example, my mother account is company A and I am leverage to company B. In case that there is a call spike in company B, I need to take calls for company B and at the same time support company A as well. I know the company is experiencing tight economic conditions and would like to cut down cost as much as possible. But isn’t it ridiculous for the agent’s part? I want to know if it is being practiced in other companies as well.
