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| My New Account |
| Sunday, May 21, 2006 |
My new account is starting to be a pain in the ass. It hasn't gone live but it already is giving me headaches.
The first task is to determine what we think would be the best service window for us. So thhey provided us with their Monthly and Daily contact volume. Err... Those don't really help because for us to determine when it would be best for us to be open, we have to know when during the day we can maximize our agents. What we need is a sample of how their intra-day arrival pattern looks like.
We need to call the client again to get them this. Well, they managed to get us one. However, we do intra-days are usually done in 30-minute intervals (sometimes 15) and yet they gave us just an hourly interval pattern. So I just assumed that every 30 mins is just half of the hourly volume, death to accuracy.
The next task is to determine how much volume the kick off FTE can handle. Usually, a client would tell us how many calls they will be routing to our center and from there we determine how many agents can handle it. We use this formula:
Well, it just a simple workback to get the number of calls we can handle. However, here lies the problem. Based on the volume that they sent us, their volume seems to drop constanly every month. If we expect that to normalize for the coming months, their proposed number of agents can handly more than what they can supply us. We would be under utilizing our agents.
I already sent my reccommendations to my boss and we'll see if I'm just worrying to much or not. |
posted by Si|vErGiNn @ 3:36 PM   |
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Name: Si|vErGiNn
Home: Manila, Philippines
About Me: I'm a princess and a cowboy!
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Great Work!!!
this is a good link you can refer Art Collection