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Reply To: Business Case for ACD


CPH = Calls per hour.

first time i did this i got a call detail report from the local carrier and than a payroll report. Adn did the math.

Snr Mgmnt were appalled that we were paying so much for 3 calls per hours (average)

if you can’t get the report – ask one trusted employee to log manually every thing for a day or a week and use that as a “statistically significant sample size” to roll up to your number.

As in most cases – follow the $$$…