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Most call center benchmarks used for call center performance are not driven by the call center size, but by other factors such as business goals, caller expectations and staffing budgets. Service level and other metrics can remain the same, however, they may be harder to achieve and manage (more volatile) with a smaller pool of representatives. Occupancy will be lower in a smaller call center with the same service level.
While service level goals can remain the same for smaller call centers, some often take into account the volatility of a smaller queue by softening the target to be an acceptable range rather than a fixed target. As an example, rather than setting a hard service level target, an acceptable high and low or range is established that allows for flexibility of call volume and inflexibility of staffing levels.
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