How do you know when you need more staff?

It is a tricky line to walk between having too many staff and thereby wasting money on salaries and associated costs, and not having enough which affects productivity, quality, and customer satisfaction and loyalty. But how do you know when you need more resources?  Because staff say so? How do they know? Do you need one or more or just a part timer?

Modern telecom works on a hosted or telecom-as-a-service basis which means stats are available to show minimum, maximum and average wait times, and the number of abandoned calls. Traditionally these stats required significant investment but hosted solutions can enable and disable full call centre reporting on a desk by desk and month by month basis. Every business needs to know their numbers. If you need help in knowing yours then give us a call. After all, knowledge is power!