My company is looking to inboard a 3rd Party Call Centre to handle peak periods.
I have already worked with a few 3rd Party Call Centres and include the following metrics:
- Occupancy rate of 85% or more
- SLA target
- Time to ramp up or ramp down agents if actual volumes do not meet foretasted volumes.
What are other KEY one that should be included in the SOW in order to hold the 3rd party accountable and ensure that we are not being over billed for idle agents.
Thank you for your help