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Determining call center staffing needs

first_imgThree foundational building blocks need to be optimized to consistently deliver engaging member experiences over the phone: people, processes and leadership.Our journey of nine articles will cover each in detail. Part one discussed hiring top performers and performance management. Part two covers processes. This is the sixth article overall and the third on processes. Specifically, in this article we’ll tackle how to calculate the number of agents needed to staff your credit union’s call center.After a few re-writes, we decided against publishing a dry, basic overview of this topic that would ultimately become a really good sleeping aid (we apologize to those already dozing off!). As a result, and for your entertainment pleasure, we’ve written this article in dialogue format between a senior leader and his direct report (call center grand poobah). It’s a dialogue you’ve likely encountered or will at some point in your career. continue reading » 6SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblrlast_img

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