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ITIL :: View topic - Number calls monthly Vs Support on site
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Number calls monthly Vs Support on site

 
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alguzman
Newbie
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Joined: Feb 12, 2008
Posts: 2

PostPosted: Tue Feb 19, 2008 9:17 pm    Post subject: Number calls monthly Vs Support on site Reply with quote

Hi,
i have a problem with the SLAs, i think is the number of staff (on site support) i have 5 people for that activity and monthly each one deal 85-100 calls or services.
What is the number of services that staff on site support can deal?

Note: We have 850-900 calls a month.


Thanks.
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3315
Location: London, UK

PostPosted: Tue Feb 19, 2008 11:08 pm    Post subject: Reply with quote

Well no one here wrote your SLAs.
There is no 'standard' / official number of staff to calls ratio

It depends it is a call centre, front line support etc

What you need to do is have the SLA reviewed on a regilar basis and request that the entire SLA process be re-looked at due to the increased number of calls

As to the # of calls, is yoru support 24x7, if so that 1.2 call per hour. That is not a lot of calls. If your support is 12x5, then it is roughly 2.1 calls per hour


Not very high
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