I don’t call that multitasking, I call that plain nuts and really disrespectful to the bank’s customers concerns and their time.
I don’t think anyone can competently divide their attention between more than one customer, who more than likely are calling about different issues.
I know from past comments and discussions, you are very good at what you do, tim. And, you take care to treat your customers really well.
I’m glad your manager listens, and appears to respond well to what you have to say about how you want/need to do your job.
PS: As a bank customer, or a customer of anything for that matter, I’d rather stay on hold and wait my turn than to have my call suffer from a back and forth interruption.
Just my two cents, mind you.