I have been asked to reduce my staff do to the reduction of customers. I know how determine my needs biased on my call center stats, however my staff does a lot of off phone work. Does anyone have any thoughts on how I would figure this out?
this can be complicated, if your off phone work is not directly influenced phone work, if it is you can apply a ratio of calls to off phone work, if not you will need to calculate separately the off phonework requirements.
this you can work out by calculatiing total cost per hour excluding phone call cost, and other cost associated with calling activitiy, and then you can either take some random hours or you can take the time taken by executives in doing off calling jobs
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