I have recently moved role from a big Contact Centre Environment to a smaller office based role, but have a team that deal with upwards of 10,000 calls per month and also work e-mails between their calls.
My concern here is that our service level on phone is coming in, in the high 90's and our e-mails are falling behind - where we look to close out an e-mail case within 7 days, but look to respond to the customer within 24 hours.
There are no EWFM tools for me to calculate staffing requirements to achieve the SL target for phones of 80% within 20 seconds. There are also no tools to advice of incoming e-mail rates, all I have is pretty much for example. Monday you received 100 e-mails.
I am looking at changing the operating hours of the business and as such I am looking at staffing requirements to achieve our targets while also maintaining a decent productivity figure.
I have my gut instants in watching the operation of the business over the last month or two; however I am looking for something a bit more scientific here.
Would anyone know of any way I can look at staffing in this scenario?