Metrics in the Mix at Figi’s

All of this is accomplished with the objective of maintaining Figi’s corporate goals of a 97-

percent service level (3-percent call abandonment) and 90-percent agent utilization (on the phone or in after-call processing for 54 minutes per hour) during peak season.

“Everything we do, every decision made, every forecast — it’s all based on reporting and measuring,” says Paul.