Resources

• Number of SD staff will depend on:

  • Size of organisation (number of users)
  • Type of organisation
  • Complexity of IT infrastructure
  • Reliability of infrastructure
  • Diversity of systems (degree of standard / non standard systems)
  • Geographical locations
  • Service Level Agreements
  • Budget

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Discussion

Also discuss the type of resources that you need

Discuss the fact that many IT staff look down on Call Centre staff and how to overcome this perceived low value thin.

How do you minimise / mitigate the high turnaround figures at a Call Centre?