Almost all centers encourage overtime for handling

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Unformatted text preview: allotment of 10% to 15% for overtime. Almost all centers encourage overtime for handling unanticipated peak call volumes. Too much overtime may be detrimental, causing burnout and increased turnover. In calculating agent annual turnover, should we include part-time employees? Most companies in our database report the turnover of full-time agents and part-time agents and part-time agents separately. Mixing them could be confusing. Is there any data on the cost of answering a customer's inquiry by phone, e-mail, fax, regular mail and through on-line self-help? We have polled call center managers and Web masters, and have averaged their results across industries as follows: a) telephone=$3 to $4 per inquiry, b) e-mail = $15 to $20 per inquiry, c) fax = $25 to $35 per inquiry, d) regular mail = $25 to $35 per inquiry, e) Web site = $0.50 to $1 per inquiry. Copyright © 157 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Health-Plan/Health-Care Industry Benchmark Report Question Answer Our center is looking at desk sharing for all part timers that fit together from a schedule perspective. HR seems to think this will be viewed as non-employee friendly, where Resource Planning views it as a “meeting us halfway” to saving overhead costs. Is there any type of case study out there to show either side that might be right? This is a very common situation, which is never easy implement without some “pain.” In a recent benchmark study on this issue, we found that over 50% of call centers in our database do have desk sharing. Frequently, this is limited to part timers and/or agents that are new to the job. Having “your own” desk is sometime a way to add benefits to keep agents longer. HR and Resource Planning are both right. It takes strong leadership to convince agents that the “meeting us halfway” is the right thing to do. I think if other HR issues are “on target”, i.e., compensation, hours of work, great frontline supervisors, then desk sharing becomes less of an issue. Typically in the call center one would schedule for daily business using some type of scheduling tool. My question is what is the “industry” stance on staffing up for outages? I suspect the answer is that we in the call center business should not “overstaff” for outages, but I need an official statement. In most call centers, one would schedule for daily business using some type of scheduling tool. Over ten vendors supply such ingenious scheduling tools. Outages are completely unplanned and cannot be statistically forecasted. Therefore, standard manpower scheduling tools do not work for such random events. Instead, most call centers have some type of “business recovery” plan in place for business outages caused by weather, fire, theft, and other natural disasters. Usually, this does not include extra staffing, but instead includes contracts with companies that provide business or disaster reco...
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