5 Questions
What is the industry standard for Voice attrition?
5%
How is the Occupancy calculated?
(Talk+hold+wrap) / (Talk+hold+wrap+avail time) * 100
What is the formula for Utilization?
(Talk+hold+wrap+avail time) / (Paid hours on-site / Production time) * 100
How is Attrition defined?
Total agents who left the organization for that month/total closed headcount
Which activity helps ensure that teams are up to date with regard to product, policy & process?
Regular Training and Workshops
Learn about Service Level Agreement (SLA) and its significance in maintaining service standards. Explore the methods to maintain SLA, such as adequate staffing, forecasting, and utilization management.
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