Okay, okay… why am I in the office? I'm using the day to put together my notes for ECO2023 with Dr. Carvajal, so that I can get an A on my final, which is Thursday. I've never taken a course in a mini-session, and I don't think I'll sign up again for 15 weeks of bliss packed into six weeks of hell.
Add to this the fact that this week we recorded our heaviest call volume ever in our call center. We received 3,994 calls over the course of the last week. Of those, we answered 77.29% of them, or 3,087 calls. My staff is great… they are awesome. We finally got approved to work some overtime, and we allowed it toward the last part of the week. It seems to have helped. Next week should be telling in terms of volume. We get to present our numbers of staff that we need to the executive leadership, who has been begging us for a staffing model, but who has not wanted to provide us with a service level so that we can come up with a staffing model.
Well, we bought some new software yesterday that will tell me how many agents I need on the phone each hour, and spits out a staffing model, which we can then provide to our management to let them know exactly what our needs are. At that point they'll either have to spit or swallow…
The bitter pill, that is… and what a bitter pill it will be. I plugged in industry-standard numbers in the thing, and it tells me that I'll need 19 agents at times on the phones. Right… I see that happening. When I dumbed down the system to approximate the standards we provided before we got bombarded by the system that is PantherSoft, it came down to some palatable numbers, but still more agents than we have. Also, I suspect that the university will really not pony up to hire the 5 or 6 new people we'll have to hire and train to fill the schedules.
But they asked for it, and they'll get it.
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