Cost of Poor Performance

Let's start with a basic call center customer service scenario. Suppose your call center has 2,000 agents taking 25–50 calls per agent, with a total of 50,000–100,000 calls per day. Due to volume, your database overloads and slows response times for queries, inserts, and updates by 5 seconds per operation. If a typical customer inquiry requires five database operations, the slow system performance causes a total of 25 seconds of idle time with each call.

This 25-second delay amasses 300–700 agent hours of lost productivity every day. Unless you improve the performance of your system, the only way to improve customer hold time or manage larger call volumes is to hire more agents—resulting in higher operating costs and ...

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