“ The art of having the right number of agents in their seats, at the right times, accurately answering a correctly forecasted call load at the appropriate service level and at the lowest possible cost while delighting the majority of callers.’’
Measurement of agents in their seats as scheduled. Adherence is calculated as a percentage equal to (actual time a TSR is logged into the system ready to answer the telephone) divided by the total time the TSR is scheduled to be ready to answer the telephone) times 100
Wrap-up times by call center overall Very helpful and they are available from the ACD. This metric should be tabulated by group and individual daily, weekly, and monthly. Appropriate comparisons to past trends should be made graphically .
Reducing handle time using the stoplight method Stoplight Color Call volume Process Green Normal call volume Normal call process including marketing programs Yellow Long queue / peak periods Accelerated call process with reduced or no marketing, reduced or no tracking or data collection Red Call overload / Emergency New revised call process