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How to merge two inbound processes

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    Can anyone give me pointers to start planning on the merger of two inbound voices processes in a call center? (I know I’m asking for a lot)

    The processes would remain distinct of coure, I mean merger in terms of utilizing manpower effectively.

    The goal is to reduce headcount. Obviously, cross-training is the way out.

    To be specific, I need a system to decide EXACTLY how many FTEs can be reduced/should be cross-trained.

    #17075 Reply
    Amitabh Sharma

    Cross Training is alrite. But Brother what do u do when the client fixes the number of seats in a process?.And even if trained in multi processes an agent can work in one process in only one shift.So its not feasible at all. This way u tend to compromise on quality.

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