Phillip

Hi Sam or anyone has gotten his information about why minimum sample size is 30, can you pls forward it to me?
Thanks,
Phillip
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Dotti,
Thanks for your reply. Currently we do not have a method to track repeat calls but that is GREAT idea. The department we are working in is Financial Services and they are responsible for collecting on past due accounts. The primary metric that we have is their service level and they are running about 30% (meaning 30% of the calls are…[Read more]

Linda,
You are correct in that the goal of the center is to answer every available call that is offered to them as well as answer the call within a certain duration (i.e answer 70% of the calls within 30 seconds). The department that I’m working in is Financial Services (responsible for collecting on past due accounts). The goal is to increase…[Read more]