pmsumner

From: Phil Sumnor <Phil.Sumnor-@-t-mobile.co.uk>
Date: 18:10
To: Phil sumner (E-mail) <pms-@-philsumner.co.uk>
Subject: Service Level

"... TDMS All (90/20) Service Level was 58% - TDMS contingency was invoked at short intervals to assist with Service Level performance through the day with a total of 383 calls backed out. 606 CS overflow calls were taken which was an additional 25% to standard TDMS calls. This was an increase of 7% points on the average overflow of 18% ..."

This is ridiculous - comment?

This is a section out of yesterday's Daily Contact Centre Report - the point was to indicate that they backed out 300-something calls (i.e. dropped them and said "bye, call back later" to our department, whereas during that time we were taking customer service overflow calls.

The routing roundabout... gotta love it.