Thoughts from the Cliff Dweller

What Do I Look for When I Miss Service Level?

Three of the most common things (that can go wrong) to look for:

1) The staffed that was scheduled for each of the half hour intervals didn’t show up when they were schedule to be on the phone (be they sick, absent, extended break, extra Aux time, longer hold times, etc, etc).

2) The call volume that you were expecting was greater than higher in a majority of the  days intervals.  -OR- Much greater than expected arrived early on in the day and much lighter in the end of the day.

FYI: An typical interval is a 30 minute period.

3) The average call handling time (AHT) was greater than you had expected or that your team had forecasted.

These are not the only items that can screw up your service level for the day, but they usually play a part in it.

Hope this helps.

Clive…

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