Case Study: Optimize Call Service Levels and Reduce Costs

by sregan on January 15, 2010

in All About Deployment

A large managed care provider found that their daily call service levels were not consistently meeting their goal.

The current productivity measure, Average Calls per Rep per Day (ACRD), was low for the current Average Handle Time (AHT), resulting in unnecessary administrative expense. This case study explores the managed care provider’s effort in improving call service levels while decreasing administrative expenses.

Download the complete case study in PDF format:
Case Study: Optimize Call Levels.PDF

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