It is quite normal for some agents to always outperform others in quantity and quality. Workload sharing measures: While I agree that they would help to address the problem of workload distribution between call centre agents, I am also concerned that, it might be detrimental to the performance of the project overall, with respect to its lead time, if the non performers still don't step up and the performers feel overused without due compensation, despite our efforts. May I suggest that in addition to adopting measures aimed at redistributing work more evenly between agents, that we should look ahead and creating a performance reward systems that would incentivise the whole team to deliver.

of course,in this given scenario...one of the most important pillar in working in a call center, one of the individuals must possesses a unique personality on how to stand out in dealing with arrogant callers, impatient customers&whatever types of attitudes that a customers are....Communication skill is the key&a CSR knows to balance the situation to come up the positive result of the work.

Based on my experiences, I suggest to: 1. mediate workload disputes effectively, start with data-driven transparency. Analyze workload distribution using KPIs such as billable hours, efficiency, and adherence. 2. Present insights visually via Tableau or quartile management. 3. Facilitate a structured discussion, ensuring agents voice concerns while aligning with company goals. Implement an equitable workload strategy, leveraging automation for task balancing. 4. Offer a short-term performance improvement plan to address gaps and set clear KPIs. 5. Regularly monitor impact through service delivery reviews. 6. Finally, foster collaboration by promoting mentorship between high and low performers.

Workload disputes can quickly create tension in a team. The best way to handle it? Open communication. Let each agent share their concerns, and use data to see who’s overloaded and who can take on more. No one likes feeling overworked or underappreciated. Setting clear task allocation rules and rotating responsibilities can keep things fair. If the conflict continues, bringing in a neutral mediator or using performance metrics can help. A balanced workload means a happier, more productive team!

Start by reviewing real-time and historical performance data to assess workload objectively. Facilitate a meeting to let agents voice concerns, then clarify expectations and roles. Adjust schedules or task assignments if needed, ensuring transparency and fairness. Reinforce team goals and offer coaching to rebuild trust and collaboration.