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Reply To: Team Leading dilemma


Darren, I believe that you will want to research what average call handle time was used when estimating staff needed to handle the specified call workload. Compare that to your teams average call handle time now. Handle time is talk time + wrap time. I would assume that the handle time has increased. This can happen when something new is being explored/experienced by your customer base or training of the call center team. You should also review the individual stats to ensure compliance to goals and/or performace standards. There may be some people not performing. You may simply need more people the forecast should be reevaluated on a regular basis especially if the workload/call types are changing. Email me separately if you want me to help you more.