A link between SL reporting timeframes and costs?

[sh.halperin]

Hello all,

I am new to this forum and i hope someone can help me with the following.

I am interested to know what impact SL agreements- time frames have on staffing requirements (and costs). Let me explain, if SLA in 70%/20sec, it is also impostant to know what time span you have in order to meet this target (reporting to managment or establishments), right? For example, in a large call centre there is an significant difference in resources requierments if the SL is reported on a daily/ weekly/ monthly or quarterly etc. basis. I know that the more calls you are handling, the more you can save on FTE's.
can this rule be applied also to reporting strategies? can we ignore weekly/monthly SL variations and focus on a more long term target (i.e. Quarterly/yearly), as long as the overall end period reported target meets the 70%/20?

and if yes, is it possible to translate the "profiet" (or more intra-month) flexibility into terms of "profit" in forecasting (e.g. quantitive number of FTE's needed if this strategy is applied).

i hope my question is clear/ please contact me if not. your help would be much appreciated1

Saar