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Unformatted text preview: est you join our
benchmarking community, and enter your performance
numbers. This way you can get a more exact
comparison with your peer group of call centers.
Absenteeism is a challenge for all call centers. Copyright © 153 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 I am interested in both captive and outsourced seat
utilization statistics for the US & Canada, EMEA and
India ... an average across industries (but if you have
more detail on the differences between industries that
would help too). Steve, this is a tough question and would require some
intense cuts of our database. We have the details, but I
suggest you contact
[email protected] for more
details on how to proceed.
But, I can give you a quick answer from our database
for the US call center after a definition of the word
Utilization is defined as “the percent of time that an
agent is on the telephone with a caller as compared to
the total time they are in their seat, connected to the
ACD, and ready for a live caller.
“Utilization, across industries, for captive, in-house, inbound customer service call centers in the
US of A: 72% utilization
Utilization, across industries, for outsourced in-bound
customer service call centers in the
US of A: 87% utilization What's the meaning of the FTE acronym, and what it
means? Is it an external variable to calculate the
number of paid hours or is a result from any other
calculation in the call center calculation? FTE stands for Full Time Equivalent. Contact centers
usually have a mix of full time agents and part time
agents. A full time agent equals one full time
equivalent. A part time agent working 30 hours per
week equals 75% of a full time equivalent. A part time
agent working 20 hours per week equals 50% of a full
time equivalent. The number of FTE's cannot be
determined from total paid hours, as total paid hours
would eliminate absenteeism, leaves of absence and
other non-paid activities. FTE's is a very important
thing for contact center managers to understand and
know, particularly when building staffing models and
budgets. It is one of the data points captured in
Purdue's benchmarking survey. My question is...have you or your team been able to
identify a correlation between turnover rates and
supervisor/agent ratios? It would seem logical that the
more agents that are on a team, the less coaching &
development they would receive, which would lead to
higher turnover. I would appreciate knowing if there
was a clear relationship identified that could be
referenced to contact center managers. We have found a statistical significant relationship
between turnover and the supervisor: agent ratio. The
relationship is non-linear as indicated by the following:
1. between a ratio of 1:5 and 1:12, there is not much
impact on agent turnover.
2. between ratios of 1:12 and 1...
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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.
- Fall '08