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Unformatted text preview: dden. Health-Plan/Health-Care Industry Benchmark Report Question Answer I am hearing more and more about 'human factor'
design regarding call centers. What is this and how
does it apply to managing my call center? Human factors design has become more popular as
management focuses on the seemingly “little” things
that can often make a big difference in productivity.
Human factors is an engineering discipline in which the
prime thesis is that the “human-to-machine” interface is
critical in applying effective technology solutions, and
maximizing ROI. The call center agent, or knowledge
worker, must use complex technology to consistently
deliver excellent service. A few examples of factors
that can be researched for design changes include the
following: the keyboard (size, shape, layout, etc.), the
screen (color, size, height, angle, etc.), screen layout
(location of fields, color-coding of fields, pop-up
windows, etc.) and many, many more. The human
factors spet focuses on those elements of the
human physiology and psychology that can impact
performance. Major improvements in agent
effectiveness and efficiency have been realized by
human factors re-engineering call centers technology. I am hearing more and more about moving calls “off
On average 60% of the operational cost of a call center
shore” to reduce costs. What does your research offer is tied up in human resources, and just finding great
on this issue?
agents that can read, write and speak English
articulately is becoming tougher and tougher. Countries
that were part of the English Commonwealth, like India,
British Guyana, and others are stepping in to take up
the slack. Many citizens of these countries benefit from
having an excellent education that includes reading,
writing, and speaking English fluently, but they cannot
find jobs opportunities due to the lack of
industrialization of their countries. With the
globalization of telephone networks with the resulting
low cost of long distance calls, call centers in these
remote areas have become financially quite viable.
Handling e-mail, especially technical support email, is a
great way to begin.
I am interested in learning the average agent
population of in-house call centers in the US, and the
same for outsourced call centers (mainly doing
telemarketing and customer support). The average number of workstations for an in-house
call center in the US is 78. The average for outsourced
centers in the US is 250. There are about 100,000 call
centers in the US if you include inbound plus outbound
centers and internal help desks. I am responsible for the Business Development of a
call centre (financial sector). I am trying to find ways to
maximize the agent performance and occupancy ratio
during outbound sale campaigns. We usually have 5
people working on a campaign and we use predictive
dialing. Is the agent occupancy ratio better if they: 1.
take their breaks (20 min) in turns 2. take their breaks
all of them at once? In an outbound, telesales centre it is much easier to let
agents take br...
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- Fall '08