service level and efficiency

[yohu4430]

Dear All ,,
i'm looking forward to improve our SL& EFFI ( mobile company ) , IS IT Depend on No. of agent in the shift or on the traffic ..... what is the factor to increase sl& eff .
thanks for your advice

[n_meghanath]

SVL is the measurement of how much calls you can answer withing the threshold against the total no. of calls offered. So it is obvious that you need to put the required no of agents to handle all the calls offered within the threshold. But by putting extra agents to bring up the SVL level you may end up loosing at your occupancy rate.

you might want to identify the interval where you are getting hit and then rework on the staffing strategies. There are certain other factor that you need to consider which is an integral part of determining the manpower required. you need to find the trend of the AHT and a slight study on the call intensity on those interval.

Regards
Meghanath

[Martijn]

Efficiency is also very depedent on the size of your CC. Large CC's can get SL of say 70% with an occupancy of 85%, while a small CC can get SL of 70% with an occupancy of 65%.

This is all due to efficiencies of scale!