call center service level and work force management managemenr

[anitadogara]

how do i relate service level to work force management in a call center?
i am going for an interveiw in as a call center agent and i need information on the call center industry genrally.

[dpzim]

well it is simple:

every call center has a service level goal, or should have, for example the old 80/20 rule, which means, 80% of calls should be answered in 20 seconds or less.

To meet this goal you have the have enough workforce or manpower. If you have too much man power you are wasting money and productivity and your service level will be high, if you do not have enough manpower your service level will be too low and you will have irate customers and poor service. There is a calculation done to determine how many reps are needed to meet this service level, based on forecasted calls and handling time of each call using a math equation called erlang, throw in some shrinkage factors(vacation time, attendance issues, projects, sick calls,etc....)

This is it in a nut shell with a quick overview. Hope it helps if not you can read the articles on the internet there are a ton of them. search for forecasted call volume and agents.

[anitadogara]

thanks a lot you are a lifesaver,hope to get this job and when i do you will be the first to know.

thanks byeeee