Glen Sutherland, Call Centre Manager
My Day
Stat reports
(TEXT FROM SOUND BITE)
"The first thing I do is look into my agents stats and see how their adherence is. Then I open up my stat reports and, again, I'm getting numbers from the previous day. How many calls did we actually do? Right now my quota is 531 calls.
"So generally I want to see if we made our quota; and we do. My guys are really good, they excel. Yesterday, we did 636."