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Hi,
Thank you for your prompt reply. What you have mentioned makes sense to an extent. The team of agents would not be handling a high end tech support call but i would say it will be a mediocre level of remote support.
Now, the hold time or the wait time in question......we should be ok with the customers having to wait for about 30-40 seconds. Our call patterns so far have not shown much of abandonement except for 10-11 calls getting abandoned during the peak hours of the day.
So my question again would be to what extent my staffing would play a role in setting the SLA's?
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