Chapter 2. Service Center Organization

If you have the luxury of organizing or reorganizing your service center, there are a number of important factors to consider. Certainly among the most important of these is the type of service center you plan to run. It is important to consider whether you will provide the absolute best service available or the minimum service required to get by. You must determine the environment you are currently supporting and the environment you plan to support in the future. You must also consider the expected call volume and call complexity. Based on the volume and complexity of calls, you can use queuing theory to determine the number of resources and the technical skills you require to handle the anticipated volume ...

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