1. C opyright © 2007-2011 CWT
Military Call Center
Real Time Management
Dee Rickert
Bldg 2180, S8th Ave
Ft. McCoy, WI 54656
Tel + 1 608-269-4556 | Fax + 1-866-451-1045
drickert@cwtsatotravel.com
Ft. McCoy, WI | November 27, 2013

2. Copyright © 2011 CWT Page 2 / 6
Carlson Wagonlit Travel
LINK TO
STANDARD:
DOCUMENT OWNER: Dee Rickert
EFFECTIVE DATE: November 27, 2013 DOCUMENT MANAGER: Eva Chapa
Revision History
Revision
Rev.
Date
Description Prepared by Reviewed by Date Approved by Date
1.00 Original Document Dee Rickert
Responsibilities
Workforce Management, Traveler Services Managers, Traveler Services Supervisors and Lead Agents
References
5.1.3 MCC CIT Reduction

3. Copyright © 2011 CWT Page 3 / 6
Contents
1- INTRODUCTION........................................................................... 4
2- SCOPE ....................................................................................... 4
3- ABBREVATIONS, ACRONYMS & DEFINITIONS ................................... 4
4- PROCEDURES.............................................................................. 4
5- CONTROLS ................................................................................. 6
6- ATTACHMENTS............................................................................ 6

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1- INTRODUCTION
The purpose of this document is to capture the standard operating
procedures and established thresholds for real time call center
management.
2- SCOPE
This document applies to the Military and Government Call Center and is
applicable to anyone participating in real time call center management.
3- ABBREVATIONS, ACRONYMS & DEFINITIONS
Here is where we list down acronyms and terms used within the
document. Example
MCC – Military Call Center
WFM – Workforce Management
CMS – Contact Management System
4- PROCEDURES
MCC is managed to a maximum delay with levels determined to be
optimal for the account based on previous average volume (day/time),
average abandon times, and call patterns. MCC has no service level
agreement and has set the SL default to 70/60 in CMS.
Step 1:
Max Delay 5 Minutes (cautionary – mostly visual)
 Verify number of calls holding against
o Number of agents returning from break/lunch in next 5 minutes
o Number of agents off phone (meeting, training, orders, email,
etc)
o Number of agents on calls nearing average call length (7:30) as
they may return to queue soon
o Number of agents on “long” calls – over 10-12 minutes

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 If results of above are not favorable, move agents back to phone in this
order
o Meeting
o Training
o DTS Queues
o Res Request Forms
o Orders
o Group/Yellow Ribbon Travel
Step 2:
Max Delay ~ 8 Minutes (heading to critical levels – supervisors/WFM
actively engaged)
 Verify number of calls holding against
o Number of agents returning from break/lunch in next 5 minutes
o Number of agents off phone (meeting, training, orders, email,
etc)
o Number of agents on calls nearing average call length (7:30) as
they may return to queue soon
o Number of agents on “long” calls – over 10-12 minutes
 If above results are not favorable and any agents are still off phone,
move them back
 Notify WFM and begin prep for backup assistance (gating, notification,
etc)
 Gate rollover agents to phones and shift leads to rollover skill
 Contact/Dial in to those agents on “long” calls – over 15 minutes and
offer assistance
Step 3:
Max Delay 10 Minutes (critical)
 Supervisor should be actively monitoring incoming volume against all
agent activity and moving agents as necessary
 “Long” calls should be actively monitored and assistance offered where
possible
 No off phone activity is permitted (special circumstances are evaluated
on a case-by-case basis)

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5- CONTROLS
Daily observations by WFM, Traveler Services Managers, Supervisors and
Lead Agents.
6- ATTACHMENTS
N/A