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Unformatted text preview: :20, there is a gradual
increase in agent turnover.
3. between ratios of 1:20 and above, there is an everincreasing impact on agent turnover. © Copyright 2005 BenchmarkPortal, Inc. 154 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Frequently Asked Questions From The Popular “Ask Dr. Jon” Column Question Answer I would like to know what is the average call volume a Great question. Our data shows the following:
day for a CSR in a world-class telecom operator? And
how long does a call last on average?
1. Calls per shift for a CSR in a top performing telecom
call center is 94 calls.
2. Typical call is 3 minutes.
From this you can calculate the “utilization” factor, and
this can be impacted by “occupancy.” There is a lot to
know about each of these important call center
How do call centers handle their seasonal fluctuations In another recent BenchmarkPortal One-Minute Survey
in call volume?
we investigated how call centers handle their seasonal
fluctuations in call volume. The results showed that the
majority of call centers experience a volume increase
that is between 20 and 30 percent above normal. We
then asked how the centers handled their seasonal
fluctuations. The responses indicated that 38 percent
of the respondents have their agents work overtime to
handle the seasonal fluctuations. Next in line were
“other” and “hire seasonal agents,” followed by “convert
part time to full time,” “outsource,” and “bring on at
We asked for a recommendation of something that
they had done that had worked well in handling their
seasonal increase in call volume. After analyzing the
open-ended responses we saw the following popular
How do I measure the extent of impact of
Every missing agent that you had counted on being at
absenteeism on SL . what are all the data that I would work when you did your manpower loading, will
require to collate will it be on the lines of AHT
decrease SL by 2%.
According to our benchmark research, the optimum
span of control is one supervisor to 16 agents.
Supervisors need time to monitor, coach, and field
questions, take escalated calls, track attendance and
plan improvements. You might want to enter all your
performance data into our Web site, and receive a
report detailing your performance as compared to your
Peer Group. This would bring out important
performance gaps for your new boss to consider. 155 Copyright © I am having a philosophical discussion with my new
boss regarding the role of supervisors in my call
center. We have 90 agents, four non-supervisory team
leaders, who currently have 20-25 agents on their
teams, and three supervisors. I think we need another
supervisor, but my boss thinks I'm creating a
bureaucracy. What is the benchmark for span of
control? 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbi...
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This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue University-West Lafayette.
- Fall '08