Are you staffed appropriately this holiday season?

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With the holiday season already here, I hope you made the necessary preparations for your contact center to handle the expected call volume. Typically your customer service representatives request PTO to spend time with their families and shop but that’s also when you have the highest call volume. If you are not staffed appropriately, your metrics will be impacted. It is … Read More

Staffing Smart = Bucks to the Bottom Line – Economics 101

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By: Bruce Belfiore, CEO, BenchmarkPortal Do you know what your average cost per call is? If not, you should make the effort to compute it. It is a key metric because important decisions should take it into account, including staffing decisions. Consider one center that had an abandon rate of 6.5%. With some discussion, research and effort, the following calculations … Read More