WHAT IS ALL HANDS ON DECK ?

AHOD – All Hands-on Deck

The situation that exists when a contact center gets extremely busy, when customer wait times go up and then service levels start to drop. This is often as a result of external activity, such as a marketing campaign, system outages or the weather. Typically during AHOD, training gets rescheduled, all team leaders and managers start taking calls and overtime is offered to help clear the backlog.