Working While on Customer Service Calls: Practical, Expert Guidance

Overview and When to Multitask

Working while on customer service phone lines is a routine requirement for remote support representatives, field technicians, and many knowledge workers who must manage calls without pausing productive work. The objective is not to “do everything at once” but to sequence tasks so that call quality — measured by clarity, empathy and resolution — is never compromised. Industry-standard service targets (80/20 service level, First Call Resolution (FCR) 70–85%, Average Handle Time (AHT) 4–12 minutes depending on complexity) are useful anchor points for designing multitasking workflows.

Use multitasking only when it does not conflict with critical call moments. Examples of safe parallel work: filling in a CRM form while the customer speaks about simple facts, running a knowledge-base search during brief hold periods, or scheduling follow-up actions while on mute after the customer confirms the plan. Never perform high-focus tasks (e.g., proofreading legal text, signing financial documents) during live customer interactions — those require full cognitive bandwidth and separate sessions.

Operational Metrics, Targets and Scheduling

Set clear, measurable KPIs that balance productivity and experience. Typical targets for contact centers in 2023–2024: AHT between 4 and 8 minutes for simple consumer inquiries, ASA (Average Speed of Answer) under 20 seconds, abandonment rate under 5%, and FCR above 70%. For B2B or technical support, AHT commonly rises to 10–20 minutes; adjust staffing and break schedules accordingly. Use workforce management software to model shrinkage (breaks, training, meetings) — a conservative planning factor is 25–35% shrinkage for remote teams.

Schedule “deep work” blocks of 60–90 minutes for tasks that cannot be interrupted, and book shorter 30-minute windows for call-heavy workdays. If you’re a supervisor, implement mandatory quiet hours (e.g., 10:00–11:30 and 14:00–15:00 local time) for knowledge tasks and limit synchronous meetings to 10% of agent time. These rules reduce context switching costs, which research estimates can cost 20–40% of productive time per day in multitask-heavy roles.

Hardware, Headsets and Ergonomics

Choose equipment designed for prolonged use and clear audio. Recommended headset models and price ranges (retail prices as of 2024):

• Jabra Evolve2 65 (Bluetooth/USB): $179–$219 — excellent noise isolation and ANC for busy home offices; jabra.com
• Poly (Plantronics) Voyager 5200: $99–$129 — robust single-ear Bluetooth with good wind/noise handling; poly.com
• Logitech Zone Wireless: $149–$169 — integrates well with softphones and has reliable mute controls; logitech.com

Ergonomics: position your monitor top 4–6 inches below eye level, use an adjustable chair, and observe the 20-20-20 rule (every 20 minutes look at something 20 feet away for 20 seconds). OSHA guidance recommends frequent microbreaks to avoid musculoskeletal strain; their hotline for general information is 1-800-321-6742 and website osha.gov. If noise is an issue, invest $50–$150 in room treatments or a desktop noise barrier; these limit background sound transmission that harms call quality.

Software, Telephony and Integrations

Adopt a VoIP or cloud telephony platform that supports CTI (computer-telephony integration) so the phone and CRM speak to each other. Typical per-seat SaaS costs in 2024: basic VoIP seats $10–25/user/month (Zoom Phone, Microsoft Teams Phone add-on), mid-tier contact center solutions $35–65/user/month (RingCentral Contact Center, Talkdesk), and enterprise omnichannel suites can exceed $75/user/month. Budget for telephony carrier fees and toll-free numbers; North American toll-free numbers (1-800, 1-888) typically cost $2–8/month plus usage charges depending on provider.

Key integrations to implement: automatic call pop with customer history, screen pops for knowledge-base articles, click-to-dial from the CRM, and automated after-call work forms. Configure mandatory wrap-up codes to ensure consistent metrics collection; require agents to select one of 6–8 standardized dispositions so analytics are actionable. Monitor API latency and softphone CPU usage — common cause of call quality issues in hybrid setups — and keep the recommended CPU load for softphones under 30% of available processing capacity during peak periods.

Scripts, Hold Procedures and Customer Experience

Use short, empathetic scripts that prioritize clarity over verbatim text. A high-performing opening in 2024: “Hello, I’m [Name] from [Company]. I see your account ending in 1234 — can I confirm your name before we proceed?” Keep openings under 15 seconds; the customer should understand agent identity and purpose immediately. During holds, always give a time estimate: “I need about 90 seconds to check that — may I place you on hold?” Industry best practice: offer callback options if estimated wait exceeds 2 minutes; callback reduces abandonment rates by up to 30% in many implementations.

When multitasking, lean on short, explicit verbal cues: “I’m going to look that up now; I’ll be quiet for 45 seconds while I check the system.” For complex troubleshooting, use screen-share or co-browsing to accelerate resolution; platforms like LogMeIn Rescue or Glance typically run $50–$150/month per concurrent agent license. Record and analyze sample calls monthly to coach on tone, pacing and multitasking habits — aim to review 5–10 calls per agent per quarter.

Costing, Security and Compliance

Budget for three categories: personnel (salaries, benefits), technology (telephony, headsets, software) and operating overhead (internet upgrades, compliance). Example budget for a 10-seat remote team (annual estimates): $300,000 personnel, $6,000 headsets and peripherals, $9,600–$24,000 telephony & SaaS, plus $5,000 training and QA — total roughly $320,000–335,000. Consider shadowing costs: a 1-week structured onboarding with 40 hours of supervised calls per agent typically adds $800–$1,200 in upfront training per hire.

Security and PCI/PHI compliance are critical when agents work remotely. Use cloud PBX with SRTP/TLS encryption, enforce company-managed devices or strong endpoint security, and disable local recording on unattended PCs. For regulatory guidance, consult the FCC consumer help page at fcc.gov (general resources) and use FCC consumer helpline at 1-888-225-5322 for telecommunications questions.

Practical Checklist Before Taking Calls

• Verify headset battery at ≥80% or connected via USB; test mute and hold buttons. (Time: 30 seconds)
• Open CRM record and relevant KB article tabs; pre-populate known fields (account number, case ID). (Time: 1–2 minutes)
• Confirm expected call volume and callback queue depth from WFM dashboard; switch to “do not disturb” if in a deep work block. (Time: 30 seconds)
• If placing a caller on hold, state a clear time estimate and offer callback if >2 minutes. Log the disposition immediately after the call. (Time: 30–60 seconds)

Implementing these practices reduces average handle time variance, lowers abandonment and improves FCR. Start with a 60-day pilot measuring AHT, ASA and CSAT (target CSAT ≥85% for consumer support) and iterate. With disciplined scheduling, the right headsets and reliable integrations, “working while on customer service calls” becomes a controlled, measurable capability rather than a productivity risk.

How do I call the work number customer service?

1-866-222-5880
For questions, please contact The Work Number Employee Service Center at 1-866-222-5880 or 1-800-424-0253 for TTY-hearing impaired assistance Monday through Friday, from 9:00 a.m. to 8:00 p.m. ET.

Is WorkWhile same day pay?

There’s no more waiting for payday. Work your shift and get paid the very next day.

How long does it take to get paid with WorkWhile?

When will I get paid? When will my earnings be available? Earnings from every shift you work will be added to your WorkWhile balance 24 hours after the end of the shift. The pending payment on your Pay History will give you an estimate of when you can expect funds from a shift to be available.

Where is WorkWhile located in the US?

San Francisco
WorkWhile is a San Francisco-based company that operates as an hourly labor technology platform.

How do I contact WorkWhile support?

WorkWhile

1. Headquarters. 169 11th St, San Francisco, California, 94103, United States.
2. Phone Number. (415) 209-5525.
3. Revenue. $26.4 Million.

Can you get unblocked on WorkWhile?

Submission: To initiate an appeal, the platform user must submit a written appeal to WorkWhile Support within 90 days of the date of the block notification.