As an experiment, we set defined call times for the SE’s in 50-minute blocks with 40-minute follow up periods (for example 08:30-09:20 then 10:00 until 10:50). This resulted in 6 possible calls per day, with built-in recovery/follow up time between the calls. Over the next 6 months morale increased, attrition was almost down to zero, and our closure rate increased by 10%. This was mainly because we conducted follow-up immediately after the call while it was still fresh in the SE mind rather than relying on notes ½ day later. The power of being reliable.”
