Pcc New Hire Training

8658034 – 1522229 = 7135805
7135808/8658034 = 82.41%

((2*1054)+(12*701)+(22*752))/(3+12+22) = 759.95 seconds cumulative AHT

Workforce Management, also known as WFM, refers to the practice of efficiently allocating and scheduling resources to handle customer contacts. It involves ensuring that the right number of staff members are available at the right times to meet service goals while keeping costs at a minimum. This includes tasks such as forecasting customer demand, creating schedules, monitoring performance, and optimizing resource allocation. Workforce Management is essential for organizations to effectively manage their workforce and provide quality customer service.

11572/11768 = 98.33%

A call center or contact center is essential for supporting the marketing and customer service functions of large companies. These centers act as a hub for handling incoming and outgoing customer calls, inquiries, and support requests. They provide a centralized location for customer interactions, ensuring efficient and effective communication between the company and its customers. The use of both "call center" and "contact center" in the answer options emphasizes the importance of these facilities in supporting various aspects of the business, such as marketing campaigns and customer service operations.

11768/11834=99.44%

100%-(11768/11834) = 0.56%

24 hours = 48 intervals
48-3 = 45 met intervals
45/48 = 93.75%

A Statement of Work (SOW) is a formal document that outlines the work activities, deliverables, and timeline that a vendor will undertake to complete a specific project for a client. It serves as a contract between the client and the vendor, providing a clear understanding of the scope of work, responsibilities, and expectations. The SOW ensures that both parties are aligned and have a mutual understanding of the project requirements, helping to minimize misunderstandings and disputes during the project execution.

Shrinkage refers to any activity that decreases the amount of productive time available for an agent as compared to their scheduled time. This could include breaks, meetings, training sessions, or any other non-productive time. Shrinkage is important to consider and manage effectively in order to optimize productivity and ensure that agents are utilizing their time efficiently.

The WFM mission is to support the business goals by ensuring that the right people with the right skills are in the right place at the right time. This is done to achieve customer and shareholder targets and to preserve employee satisfaction.

If we have high occupancy and low service level, it does not necessarily mean that we have excess staff. It is possible that the staff is not able to meet the service demands due to other factors such as lack of training, inefficient processes, or inadequate resources. Therefore, the statement is not always true and the answer is false.

If the service level is high, it means that the staff is able to handle customer demands efficiently and effectively. If the occupancy is low, it means that there are fewer customers or clients to serve. Therefore, if both conditions are met - high service level and low occupancy - it suggests that there are more staff members available than necessary to meet the current demand. This indicates an excess of staff.

If occupancy runs too high, too often, it can lead to "burn out" and turn over. High turnover rates result in increased cost and reduced customer satisfaction.