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Unformatted text preview: enchmark Portal have been
valuable in moving from a service only to a service to
sales environment. One question that I have not been
able to find is a benchmark of sales per sales FTE for
those industries that have a dedicated sales unit
within their center. For example, our branch staff sales
are around 3.6 - 3.8 sales per FTE and here in the
center, we're at around 5.5. We would be curious to
see how we compare to the industry. Any information
or direction on where I could find that information
would be greatly appreciated. Thank you. Service to sales is the goal of many call centers that
are trying to move from being completely a cost center
to a revenue center. Sales per FTE per shift vary
widely by industry. I do not know what industry you are
in from your question above. However, across all
industries (not very accurate for comparison purposes)
the sales per FTE per shift is 9.3. Obviously, this
includes at one extreme, big-ticket items that take
longer to sell. A specific run on our entire database across all
We always struggle with service level performance
industries indicated that US call centers answer 80% of
statistics. What do you find is an industry-wide
average for the number of seconds in which 80% of all all calls in an average of 42 seconds.
calls are answered?
We are concerned with agents' data entry error rate. It
costs us thousands of dollars each year to correct
errors. Can you advise me what other call centers do
to reduce the error rate? Some call centers spend a lot of money implementing
software to check the validity of every piece of data
thereby scrubbing the data before it enters the system.
Others purchase monitoring and coaching software to
improve the training and data entry skills of individual
agents. A combination of the two approaches is the
best solution. We have a call center that processes about 750,000
calls per year and a website that receives about
900,000 hits per month. We are thinking of adding a
very visible “CONTACT US BUTTON” to the website.
The question at hand is how to determine how many
e-mails we would receive a month. Do you have any
information about what has happened at other
companies? Americans love email. From our studies, I would
forecast you will receive one email for every 200 NEW
visitors to the Web site. The definition of Web site “hits”
is too vague, and often far exceeds the number of
NEW visitors. Copyright © 147 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
What have you found to be the most challenging
issues facing call center professionals? Answer
Better software to do value-based routing of inbound
More sophisticated agent monitoring and coaching
Smaller call centers that are geographically dispersed,
but virtually managed.
IVR equipment enhanced with speech recognition,
making it seem very mu...
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- Fall '08