Here is my suggestion for streamlining transfers to ensure Customers are put first, but not at the expense of colleagues and colleagues expectations are set to accept the nature of the role and the business. (Which means we may face the prospect on occasion of being kept back)

“Colleagues should all be aware that they are expected to stay 15 minutes after their shift (as is the nature of the business) if they are on a call, and in rare circumstances they will be expected to complete the call at the end of their shift – the business anticipates this to be incredibly rare but expectations must be set thus. (Please see rules below)

The company will automatically assign TOIL to colleagues who have been kept behind longer than 5 minutes (due to the nature of the business) through WFM.

During shift:

- You cannot transfer a call during your shift unless with the express permission of the customer and a manager ie. to attend a meeting (breaks and lunches are not meetings). [Reviews into adherence are underway – please speak to your TM if you have any concerns over adherence as a result of calls taking you into your breaks]

At the end of your shift:

- Once you have stayed 15 minutes beyond the end of your shift, and IF there is availability you are welcome to transfer a call to a colleague with the customers permission

- If the customer is unhappy at being transferred you must stay on the line with them unless in extenuating circumstances (agreed with a manager)

- Under no circumstances can colleagues “anticipate” a call taking them past the end of their shift and transfer the call at the beginning.

- Colleagues coming to the end of their shift facing an adverse call should set the customer expectations that there may be a need to transfer as per their Customer Service training.”

Being kept longer than 15 minutes is a rare occurrence, a customer being unhappy at being transferred is even more rare. So long as the expectations are set properly to us as colleagues and customers, and colleagues are recompensed there should be no issues. If colleagues are told early on that the 15 minute expectation stands then any arrangements for childcare etc. can be made properly.