Average percent occupancy this is the percentage of

Info iconThis preview shows page 1. Sign up to view the full content.

View Full Document Right Arrow Icon
This is the end of the preview. Sign up to access the rest of the document.

Unformatted text preview: rk due to an unplanned absence (not to include excused absences, i.e., vacation, FMLA, jury duty, etc.). Take the total number of unexcused absences and divide it by the total number of absenteeism opportunities and subtract that number from 100. Average Cost per Call: This is the sum of all costs for running the call center for the period divided by the number of calls handled in the call center for the same period. This Copyright © 197 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 would include all calls for all reasons whether handled by an agent or technology, such as IVR. Average Handle Time: An internal metric that is the sum of talk time, hold time, and after call work time. Average Percent Occupancy: This is the percentage of time that an agent is in their seat connected to the ACD, and either engaged in a call or ready to answer a call as compared to the total number of hours at work. Average Sale Value per Sale: When agents are taking orders, it becomes important to know the average sale value of individual sales. This number is determined by taking the total sales in dollars during a period of time, let’s say a week, and dividing this by the total number of sale calls handled during the same period of time. Average Speed of Answer (ASA): This is the total queue time, divided by the number of calls handled. This includes both IVR-handled calls as well as calls handled by a live agent. Average Talk Time: Total number of seconds the caller was connected to an agent. Average Time in Queue: This is the average wait time that a caller endures. This differs from average speed of answer because this calculation includes only calls that actually had a wait time. This metric is also known as average time of delay. B Best Practice: Best practice is the best performing metric in a category. Budget: The annual call center budget is the total annual dollar amount allocated for all expenses associated with the operation of the call center for which the call center manager is accountable. The annual budget should include all fully loaded direct and indirect costs for budgetary line items such as labor, benefits, and incentives for agents, management, training, and support personnel; HR costs (e.g., recruiting, screening, training); telephony expenses (toll, trunks, equipment); technology purchases/installation (hardware, and software); technology maintenance (hardware, and software) network; furniture, fixtures, decorations, etc.; utilities (gas, water, power, UPS backup); maintenance (repair, janitorial, upkeep); supplies; overhead expenses and charge-backs for shared corporate costs (e.g., legal, risk management, payroll administration, IT support, security, accounting, grounds keeping, real estate, floor space, common areas, etc.) as applicable.) C Calls per Hour: The average number of calls that an agent handles per hour, and is equal to the total calls handled during a working shift divided by the total time (in hours) logged into the telephone system. Co...
View Full Document

This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue.

Ask a homework question - tutors are online