Smaller call centers that are geographically

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Unformatted text preview: ch like customers are talking to live agents. Caller data warehousing with active ad hoc data mining. What is the formula to determine the number of phone This is really two questions. lines that a call center should have? The first answer is simply “take your total contact center budget and divide it by the total number of contacts handled by your center in the same time period as you budget….this will yield cost per contact, and is typically how this performance measure is calculated…..there are permutations of this, but let’s keep it simple for now. The second question is “not that simple.” This depends so much on the product, its complexity, the user documentation, the intuitiveness of the product, and, and, and... Once you have been running a center that handles customer service calls, it is very common to come up with the statistic you seek for that center...if this is your case, there are existing statistical formulae to forecast changes in sales revenue volumes. There are no generic predictive formulae to estimate the number of service reps for all products simply given their annual sales revenue. What portion of your total customer service contacts is In a recent One-Minute Survey posed to our completed on your Web site? community of call center professionals, we asked the question, “What portion of your total customer service contacts is completed on your Web site?” For the majority of respondents, only a small percentage of total contacts is handled via their Web site. Given the lower cost of a Web-based contact, more and more customer service centers are beginning to offer incentives to their customers to encourage them to use the Web as an alternative self-service channel. Of those respondents who do currently offer these kinds of incentives, “product discount” and “priority service” were the most popular examples. Some examples of the “other” responses were “points in our loyalty program” and “discounted shipping.” © Copyright 2005 BenchmarkPortal, Inc. 148 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Frequently Asked Questions From The Popular “Ask Dr. Jon” Column Question Answer Would you define First Call Closure the same as Repeat Calls (and therefore the numbers would be the opposite of each other--i.e.: 80% First Call Closure would equal 20% Repeat Calls)? Historically in the work that I have done related to data analysis, we kept these data points separate. We defined First Call Closure as a call that didn't require the CSR to do any follow up work. Repeat calls are those in which the customer had to call back on the same issue. What are your thoughts on this? Do you have any industry data on repeat calls? In our experience, these are really two different and important key performance indicators (KPIs). I would track them separately. Would you recommend implementing a virtual agent tool to facilitate the Search and Use on the Webs...
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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 University-West Lafayette.

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