3/19/2023 0 Comments Mail call definition![]() Both mail and wire fraud require a scheme to defraud the victim of money or property. If your approach to changing demand is too reactionary – you let staff finish early or schedule overtime – you become vulnerable to sudden changes in volume.Mail fraud and wire fraud are two of the most common crimes charged by federal prosecutors. It’s advisable to agree on a realistic range for availability and avoid ‘tinkering’. That might place too much pressure on your workforce, but bringing in 1 more agent increases available time to just under 10%. If 19 of those 20 agents are taking calls, available time is just 5%. The upside of a small agent pool is the ease with which you can influence availability. If 14 of the 20 agents are taking calls, the available time is 30% – generally considered quite high.Īs such, it would be extremely difficult to schedule a small pool of agents with enough accuracy to maintain a consistent 15% availability. However, in a small centre of 20 seats, each agent makes a proportionally large contribution. ![]() In a large centre of 500 seats, two absent employees make relatively little difference to overall performance. This is because each agent who is not taking a call represents a larger proportion of the total number of agents. There is no universally accepted ‘correct’ value for available time – it really comes down to the needs of the individual contact centre and the predictability of call volumes.Īvailable time is much harder to manage in centres with fewer seats. What is the Right Amount of Available Time? This has been shown to drastically affect motivation and the ability to perform effectively, ultimately leading to burnout. When occupancy approaches 100%, agents take call after call without stopping. 85% occupancy does not mean that 15% of the workforce never work it means that 15% of the time they are present comprises spaces between calls. If call volume remains steady, the queue will not decrease and KPIs will come under threat.Īvailable time also helps to protect the well-being of agents. As a result, customers have to start queueing. If there is 0% available time, nobody is ready to take the next call that comes in. This overlooks the reasons that available time is actually useful. There is a tendency among some workforce planners to view available time as waste – the fact that 15% of agents are not currently taking calls is seen as inefficient. 85% occupancy translates to 15% availability.Īvailability can be simply represented like this: Total seats (100%) – Occupancy% = Available time Why is Available Time Important?Ī contact centre’s available time is a resource reserved to protect KPIs against unexpected rises in contact volume. ![]() Industry advice tends to suggest that an occupancy rate of around 85% is a safe average to aim for. It can help to think of available time as the inverse of occupancy – the percentage of agents currently engaged in a task. It could also be described as “waiting for calls time”. ![]() If an agent is logged into the ACD and is not engaged in another task like talking to a customer or in after-call wrap (ACW), they are available. Definition: Also known as idle time, available time is time spent by agents ready and waiting to take calls. ![]()
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