Info distribution...how to get it out.

[Marianalyst]

I work within a service level team, responsible for tracking attendance, real-time monitoring, ad-hoc training schedules, doing whatever it takes to meet 70% daily ie, overtime, voluntary time off, cancel meetings, etc. We have 1000 agents that we schedule for inbound calls. Our communication with the management level needs improvement. What are some interactions, reports, tallies that are distributed in your operation departments?

[Raging Bull]

we have a report matrix ie a matrix where we mention that the report goes to primary recipet XXX and Secondary recipent YYY .. and if no reply from primary recipent in X hrs then y in secondary list to be conacted via phone and get an approval for thigs to get rolling

..... but again we have a 200 seats out of this 170 is calling flooor rest is support staff we manage things pretty easily here try it out.....


hope i was o help