What Is Real-Time Floor Monitoring (RTFM)?

Customer Services Agent In Call Center

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In a large call centre or in a BPO it is common to have a real-time floor monitoring role

The purpose of this is to monitor what is happening on the contact centre floor and adjust staffing levels and call queues accordingly.

For example, if the day seems to be getting busier, then overtime can be offered, of there it may be possible to bring in more employees.

Author: Robyn Coppell

Published On: 6th May 2022 - Last modified: 10th May 2022
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