Archived Content

Meeting Service Level Targets is the Biggest Driver for Scheduling

Published On: 28th Jan 2014 10:10 - Modified: 18th Feb 2020

During our webinar “Creative Scheduling Strategies”, our audience were asked “What is your biggest driver for scheduling?”

Poll answers
Agents’ work preferences 10%
Senior management need for efficiency 5%
Meeting service level targets (answering the phone quickly) 71%
Customer experience 13%
Union/contracted agreements 1%

Source: Call Centre Helper website webinar poll Sample size – 113 Date: September 2013

Here is a link to the webinar: Creative Scheduling Strategies

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn