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Business Case for ACD

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  • #18850 Reply

    I am having trouble commuicating to sr mgr the business case for ACD montiroing software. We have 22 agents in 3 teams across 3 offices. having a hard time making sure agents are logged in when they are supposed to be. I have no way to see call # or whose logged in. Any help to better explain the problem to sr mgr would be helpfull

    #18851 Reply

    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 $$$…

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