|
I agree
with NeilM.
If a call center changes its servicelevel target it's bound to change something. Let's say that the current situation in the call center is such you can get your servicelevel up till the point where you answer 80% of the calls within 80 seconds. this means you are fulfilling your targets. However increasing the pick up time to 180 seconds will have great consequences for your call center. If you continu the way you do the company is sure to tell you that, even though you're way above target (probably 99% of the call will be answered in 180 seconds), the call center has become inefficient... i.e. You're spilling money since the goal of answering your clients within 80 seconds has increased to 180. This means you can decrease the number of agents and will still be able to keep on to your targets with less costs. If the call center wasn't able to make the current targets you would have to research how much would the servicelevel would have been in the new case (with 180 seconds). If this is above 80% you will have no problem and can even decrease the number again. If that's not the case then the call center wasn't doing such a good job in the beginning and changing the level will only help you improve the way things look on paper.
|