Operational Indicators – Sevice Levels, ASA & Occupancy Rate
Taylor Reach Group
MARCH 19, 2018
time spent by the customers navigating the IVR menu). 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. Industries with Higher Service Level Standards.
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