The Pareto Principle in the Call Center
If the mitochondria is the powerhouse of the cell, the call center is the powerhouse of the business. What? Let’s dive into the Pareto Principle, the 80/20 Rule and how it relates to call centers. A boring topic? No. What the heck you talking about? Weirdo. So, what's this 80/20 Rule all about? It's the golden nugget that roughly 80% of your outcomes are driven by a mere 20% of your inputs. And folks, this isn't just fluff; this is the secret sauce that can revolutionize your call center's success. Picture this: in your call center, a handful of agents - just 20% of your team - might be racking up a whopping 80% of those stellar resolutions. I'm talking about the A-team, the ones who handle the tough stuff like it's a walk in the park. These are your game-changers in action, and they hold the keys to the bulk of your call center's wins. Now, it's time to roll up your sleeves and dig deep into your data. Identify these high-flying agents, the ones who co...