What Is Real-Time Floor Monitoring (RTFM)?

Customer Services Agent In Call Center
1,150
Filed under - Definitions

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.

Author: Robyn Coppell

Published On: 6th May 2022 - Last modified: 10th May 2022
Read more about - Definitions

Follow Us on LinkedIn

Recommended Articles

Quality concept with neon quality sign and stars
Time-Saving Hacks for Quality Monitoring
A picture of a busy call centre
Call Centre Floor Rules
jargon definition
Contact Centre Jargon and Terminologies
An illustration of call centre operators carrying communication icons
Creating a Virtual ‘Floor’ for Your Contact Centre