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Contact Centre: HOW

Contact Centre: HOW. 24 th Feb 2014. Background. Customer patterns – ISP and Assurance Staff Requirement Implications. Customer Calling Patterns. Staff Required P er H alf H our – Assurance/ISP. Total staff we have 372. Staff Required on Thursday.

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Contact Centre: HOW

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  1. Contact Centre: HOW 24th Feb 2014

  2. Background • Customer patterns – ISP and Assurance • Staff Requirement • Implications

  3. Customer Calling Patterns

  4. Staff Required Per Half Hour – Assurance/ISP • Total staff we have 372

  5. Staff Required on Thursday

  6. Staff required per half hour – Assurance/ISP It means about 300 agents will be expected to work on Saturday (80% of the total staff)

  7. Staff required per half hour – Assurance/ISP It means about 170 agents re expected to work on Sundays based on 550 AHT (46% of the total staff)

  8. Implications • Staff working six days a week is a reality • We can’t afford day offs during the week

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