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For every call center agent not in place when scheduled, there’s a huge impact on the service level. If an agent is late returning from break or was not there when the shift starts, this puts a big pressure not only on your service pressure but also by multiplying the workload of your team members in the shift.

The below Table  is a good example of how powerful each and every call center agent has and how every time there is a decrease of one Call Center agent (see Available Staff column) , there is a sharp decline in the service level (See SL in 20 sec Column)

Also notice the (Avr. Delay) Column, that's how long the customer is listening to a machine or to your choice of music before an available agent can answer. see how it went up from 18 seconds to over 3 minutes.

Workload Hours

Available staff

Average  Delay

Service level in 20 sec.

50

55

18sec

75%

50

54

28sec

66%

50

53

46sec

55%

50

52

84sec

40%

50

51

201sec

22%

Fon an excellent activity that clarifies this concept that shows the impact on service level if only one team member is not in place on time, click here to view this fun competitive activity - Pass the blocks Activity.

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