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The “Right” Customer

10 years ago Hutch Morzaria 1
Lets assume that you have the perfect product. One that everyone needs. You’ve priced it right and everyone in the world can afford it. It works without errors and flaws and doesn’t break and is extremely simple to use (while a smartphone is simple to use – its not necessarily cheap so finding that magic Read More

Erlang ‘C’ & Scheduling for Call Centres – IV

12 years ago Hutch Morzaria 1
The key things you need to remember if you’re using Excel or any staffing program is to ensure that your minimum coverage matches your expected call volumes and coverage levels based on the Erlang ‘C’ formula and tools mentioned earlier.  It ill behooves you to have too many resources at 2am when you’re only expecting Read More

Erlang ‘C’ & Scheduling for Call Centres – II

12 years ago Hutch Morzaria 0
Escalation Matrix – OK, great, we’ve got an SLA, we have the appropriate staff in place to take the call when they make it … now, what happens if they are not able to fix the problem?  Easy!  You get the problem to the right people that can fix it in a timely manner.  This Read More