Hey OM, is your inbound call center site over staffed?

What if you don’t have the stats in front of you how do you know if the center is over staffed?

Your agents might be doing one or two of this things:
- chit-chatting for long periods of time
- surfing the net
- reading books
- playing silly games on the floor
- sleeping

Be wary you might be in the verge of closing down, check your stats, check your incoming calls, check your counter parts in other countries they might be getting all the calls or something is cooking up that you don’t know about. A disaster might be waiting to happen. If you feel something terrible is about to happen take immediate action, do what ever it takes to pull up your scores, talk to your superiors and discuss the situation to them, talk to your TLs.

If having all this avail is killing your revenue take appropriate action, if you need to transfer some agents to another account do so, in order to save your account. Do the math, do what it takes to keep your program. Availing is good for your agents but it’s an indicator that something might be seriously wrong.