What Is Real-Time Floor Monitoring (RTFM)? Related Articles Call Centre Floor Rules 3 Benefits of Real-Time Monitoring in the Call Centre Definition: Contact Centre Jargon and Terminologies Why Your Call Centre Can’t Hire a Real-Time Manager for £16k © Andrey Popov - Adobe Stock - 314677187 1,027 Filed under - Definitions 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 Read more about - Definitions Recommended Articles Call Centre Floor Rules 3 Benefits of Real-Time Monitoring in the Call Centre Contact Centre Jargon and Terminologies Why Your Call Centre Can’t Hire a Real-Time Manager for £16k Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter