Question: What is deemed as a suitable level of ‘idle time’?
Please could I ask for views on what is deemed to be an acceptable level of utilisation; or alternatively ‘idle time’; in a centre of up to 50 seats?
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It’s difficult to answer that question without knowing a little more about the roles your staff perform. For example, you’d naturally expect an outbound operation with an auto-dialler to have a different operating pattern to a customer services line with peak call rates in the mornings. Let us know a bit more about the environment you’re in, and perhaps I can help in more detail.
Emma.
Comment by Emma Jenkins — 21 May 2009 @ 1:24 pm