Stumbled upon this interesting article from Customer Think and thought that we would share it with you. It’s called 7 Metrics to Benchmark Your Call Center for Efficiency.
It shares ideas that are worth taking a look at. This one, in particular, was thought-provoking:
Staffing plays into the heart of your workforce. Management needs to be aware when the average time spent in the queue goes up at certain times every day. When the time goes from 35 seconds to over 4 minutes for multiple days at a certain time, there may need to be several more staff available.
Take a look at the rest of the article to learn more…