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The Itil Community Forum: Forums
ITIL :: View topic - Number calls monthly Vs Support on site
alguzman Newbie Joined: Feb 12, 2008 Posts: 2
Posted: Tue Feb 19, 2008 9:17 pm Post subject: Number calls monthly Vs Support on site
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.
UKVIKING Senior Itiler Joined: Sep 16, 2006 Posts: 3582 Location: London, UK
Posted: Tue Feb 19, 2008 11:08 pm Post subject:
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
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