There is an employee with high recognition at work but uses the internet between calls.. what should I do?

Question

This employee is one of the top representatives(20%) in the call center when it comes to Quality control and we have had lots of satisfied and happy customers and always on time and on good behavior.. a perfectionist besides the fact that the employee goes on internet pages that oursecurity in our IT didn't banned or not allowed.. what should we do?

Firing the employee is not an option and I don't want her to quit.

Answer 1

I'm confused.

I've worked in many call centers - if productivity was satisfactory, and sales performance was satisfactory, no one cared what we did on the internet before OR DURING calls.  Obviously, we had some level of filter up.

Is the problem that the employee is working there way around the filter, or that they're entertaining themself on sites that are NOT blocked - if it's the latter, I don't really think it's a violation of policy - heck, I'm at work right now, but I'm productive enough that no one cares if I kill time on Yahoo! answers..

You're paying someone to do a job - if they're doing that job, don't worry about what else they're doing at work - if people ask "why can't I", tell them that if they can browse and still get work done to the level this person can, they're welcome to.