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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”: 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.

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