We are a utility company with a 24x7 call center i

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Unformatted text preview: very through the availability of stand-by agents at alternate locations. We are a utility company with a 24x7 call center. I have 90 agents and four (non-supervisory) team leaders, who currently have from 20 to 25 agents on their teams. In addition, I have three supervisors. I believe we need another lead. The span is far too wide for the leads to effectively field questions, take escalated calls, mentor, coach and track attendance and availability. My boss thinks I am creating a bureaucracy. Our benchmark research indicates that the typical team leader would mentor between 15 and 20 people at most. You’re definitely much too lean. The best way to convince your boss that you are not creating a bureaucracy is to benchmark all of your performance metrics with other utilities of the same size (peer group). If you are performing substantially below average compared to your peer group of utilities, you may find it much easier to justify more team leaders. We are considering closing our call center during lunchtime in an effort to better manage the peaks and valleys of incoming calls. We are looking for a benchmark to determine if we should pursue this initiative in our call center. There is not one single company in our database that reports closing during the lunch hour. Customers need access to information at all times, especially during the business day, when working customers often call during their lunch hours. We are considering Home Based Representatives to help save costs. Do you have information on Costs (labor and benefits), Processes, Problems and Issues with this? Also could you recommend some articles or web sites on these issues? I already have an article you wrote on these issues from ICCM Weekly. Home-based agents are a very realistic and exciting new source of low-cost “people power” for today's call, chat, and e-mail channels. I am in the processing of completing a white paper that focuses on enabling physically disabled Americans to work from home. This paper will be available by the end of July and then posted on our Web site. We currently have an average of nine agents reporting to one supervisor. Is this good enough? Have you found that there is an optimum ratio of agents to supervisors? In our database of call centers, the ratio of agents to supervisors that produces the most effective service in the most efficient way is 14 agents to one supervisor. It looks like you have room for improvement. © Copyright 2005 BenchmarkPortal, Inc. 158 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 What do you see as an optimum staffing model for a large company's call center with regard to the correct number of agents per site? When we compare our multi-view call center performance index (MPI) with the size of call centers, we find that the most efficient and effective call centers (i.e., those with the highest MPI), are between 250 and 500 agents. The MPI...
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