Most people hate it when it’s queuing – the rapid succession of calls that leaves one breathless or makes one’s throat ache. But I hate avail time more. When there are almost no calls and the agents are overly staffed, when most of your calls are long calls and you get reprimanded for having a high AHT, when things are so darned boring and you do not know what to do. You’re afraid to shut your eyes for fear you’ll sleep through your job – to be awakened by your boss and to have a worse case of a splitting head ache when you do wake up. I hate queuing but I hate avail time more. Well, in this job, I don’t see much of what I love.
