Expert Insights

What Is Real-Time Floor Monitoring (RTFM)?

Published On: 6th May 2022 11:31

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

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

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What Is Real-Time Floor Monitoring (RTFM)?

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