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How to Optimize Your Help Desk/Customer Service/Call Center Staff

Methodology for Optimizing Help Desk & Customer Service/Call Center Staffing to Save Money

 

This is an outline of the White Paper:

Call Flow Design - Understanding the Different Strategies

  • Gate Keeper Model
  • Call Sorting Model
  • Tiered Structure: Specialist Model
  • Tiered Structure: Generalist Model

Financial Impact of the Various Models

How Many Help Desk Staff Are Required For Your Call Volume?

  • Determining Direct Labor Requirements
  • Determining the Number of Potential Direct Labor Hours Available
  • Utilization Rate
  • Sample Formulas