Ironically there is very little incentive or company mandated necessity to sell anymore, mainly because the minimum requirement
now is to get just 1 attempt to get a rez made and 1 attempt to ticket..if they don't bite, you can move onto the next call. And you are right, it is next, it's one after another with no break(unless you're on queues, than you can read or knit a few minutes between making out-calls if you think you are meeting average or above requirements per hour). With a daily average 4 percent call abandon rate you do have to wonder what sales are being lost,that's 4000 lost calls for every 100,000. And then they get on you for taking too much work time or a percentage point off on adherence. That really translates to:
Hey the company doesn't care about losing calls, why are you getting on moi?
I spend the better part of a day doing just what you said above(not selling , but service work), along with the ongoing fixing of prior agent boo-boos., The latest NEW craze is having to refund on overcharged reissues or add collecting on undercharged ones.Mainly due to major confusion on new policys and procedures on split level business fares.{On a typical day that portion of my shift dedicated to repair work is about 20 percent, chalked up to insufficent training and lack of a proper forum to ask questions and learn, along with plain old agent apathy}. And by not selling, I include the every 3rd or 4th call searching for Z seats, virtually impossible now, with the regionals taking over the entire system.
So, yes it is disheartening to see that the company does not care about the potential loss of revenue under these circumstances,especially while crying that we aren't making money. There is a term for this kind of business practice, but I believe it would be censored here.