|
Agent costs
Thank you for your feedback/reply....my challenge is less around technology costs as I agree that there are web/server based ACDs that are much less expensive than the old hardware solutions. The real challenge with low volume telephony support revolves around agent costs....It is very costly to provide a 20 second response time, 7/12 (seven days, 12 hrs) with low volume...lots of idle time and the need to have sufficient staff on hand to cover uneven flow of calls (erlang factor), agent vacations and absenteeism. The alternative is to outsource to a shared pool...not great service in my opinion - especially with the type of service support my team needs to provide.
|