Meeting Service Level Targets is the Biggest Driver for Scheduling

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