How to Optimize Your Help Desk/Customer Service/Call Center Staff
Posted: January 21, 2014
Last Update: January 21, 2014
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