Operational Indicators – Sevice Levels, ASA & Occupancy Rate
Taylor Reach Group
MARCH 19, 2018
Low occupancy can also lead to poor morale and agent dissatisfaction. Many Contact Center managers assume that a target Service Level of 80 -20 is the industry standard and therefore use that as their own target. This content was originally created in 2010 and was updated in 2018.
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