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Old 08-08-2003, 10:16 AM
JoeB JoeB is offline
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Join Date: Nov 2001
Posts: 5
Not much, really. Assuming that the call center is stuffed adequately and was able to meet the previous service level of 80/80, the new target will only improve service level adherence. The new SL has no impact on any of the customer-facing metrics such as ASA and abandonment rate (assuming, of course, that the call volume and head count remain the same).

You can use a resource planning calculator (e.g. www.DiagnosticStrategies.com/EasyErlang.html) to see the impact of changing service level target using your call center’s call volume and staff.
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