The Largest Online Community for Contact Centre Professionals
The Largest Online Community for Contact Centre Professionals
Close
Published On: 6th Aug 2026 11:31
In a large call centre or in a BPO it is common to have a real-time floor monitoring role
The purpose of this is to monitor what is happening on the contact centre floor and adjust staffing levels and call queues accordingly.
For example, if the day seems to be getting busier, then overtime can be offered, of there it may be possible to bring in more employees.
Reviewed by: Rachael Trickey
The Latest Customer Contact Research, Reports and White Papers straight to your inbox!
Get the latest insights from Call Centre Helper by signing up for our email content.
Close
