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SNHORNE81: You asked how many agents are in our center? We have close to 1,800 at this site, broken up into multiple contracts with multiple teams on each contract. Most teams are around 60 agents. Some teams are as few as 8 while others can be as large as 200+. Since we are an outsourcer, the contracts are quite varied. We have sites all over the world...
Not all of the teams here use my methods for selecting shift bids. However, the process I stated works for my teams (6 teams at 300 agents total.) I have noticed that this method works well for my teams, based on very low attrition rates and general high morale on these teams.
Hope this answers some of your questions.
Matt
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