The average length of time a caller holds before abandoning the call or being helped by an analyst. Also called Average Hold Time . #WorkforceManagement #SupportOperations #Metrics #Staffing
The frontline technical support professionals who receive and handle tickets. These professionals are responsible for providing customers with information, restoring service, providing specific services, and escalating tickets to a higher level of support. They are typically technical...
The analysis of changes in a given item of information over a period of time. #MultichannelSupport #ProcessManagement #Metrics #SupportOperations #WorkforceManagement #ServiceQuality #Staffing #RootCauseAnalysis #ProblemManagement
A measure expressed as a percentage of the total time ( AHT ) spent by an analyst divided by the total time available. For a half-hour, the calculation is (Call Volume × Average Handle Time in Seconds) ÷ (Number of Agents × 1,800 seconds). #PerformanceManagement #WorkforceManagement ...
The number of actual calls an individual or group handled divided by occupancy for that period of time. #WorkforceManagement #MultichannelSupport #Metrics #Staffing #SupportChannels
1) Labor turnover is the percentage of employees who leave a company or organization (through resignation, attrition or involuntary separation) during a given period; also, the number of employees hired to fill vacant positions during a given period, usually one year. 2) Financial turnover is...
A worker who is physically located somewhere other than fellow members of a team or company, but who is able to act as if there were no separation. For example, a support center staff may add virtual workers who are not in the support center, but who answer phones or e-mail as if they were...
Using telecommunications to work from home or other locations instead of at an organization’s office. #Staffing #WorkforceManagement #People #SupportModels #SupportOperations #Scheduling
The technical support professionals who build, maintain, and/or enhance technical products and services. These professionals are typically engineer-level staff. They are involved when the ticket cannot be resolved by either level 1 or level 2, and when there is high business impact or urgency....
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The number of support personnel. Optimum is the appropriate number required to deliver on SLA commitments. #Staffing #Scheduling #WorkforceManagement