What is a call centers average of calls vs

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Unformatted text preview: dips at both the very small call center and the very large call center. What is a Call Center's average of calls vs. applications in their Loan By Phone department? Average calls per loan application are about three to one. What is the industry standard for call volume Daily = 96% accurate forecasting accuracy at the daily level? At the monthly level? Monthly = 83% We have noticed an ever-increasing interest by contact center managers in best practices related to e-mail management. For that reason, we have launched major initiatives in e-mail benchmarking. The majority of e-mail is responded to in less than 6 hours. This is in spite of the fact that when we survey consumers, they are quite happy to have their e-mail answered in 24 hours, or even more. Regarding e-mail quality, the majority of managers seem to sample the e-mail that was sent and perform their quality check there. We would encourage a greater focus on ensuring that each e-mail is answered in one e-mail, i.e., “first time final,” as we all strive to do in our telephone calls. 159 Copyright © What is the interest, by contact center managers, in best practices relating to e-mail management? 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 Would you be willing to share with me your high-level thoughts on what you think a realistic Adherence to Schedule expectation should be for agents in an inbound call center who also do a mix of back-office work during the day. We're an in-bound Electric Utility call center (union shop). Our approx. 200 agents mostly work 8 to 5 with an hour for lunch and two scheduled 10 min breaks. They're on the phones all day Mondays, and usually have 1 to 2 hours of nonphone activities scheduled Tues thru Friday. We're an Aspect shop: ACD, IVR, CTI and eWFM w/Real Time Adherence. We also use the Witness eQuality system. We are simply trying to promote a “quantitative” ATS metric: total hours available to the customer (in Aspect terms that would be the total of Talk, Hold, Wrap and Available for the next call) divided by the total Scheduled ACD hours out of the eWorkForce Management system. Our center is consistently at or around 87% adherence, and I'd like to get to around 95%. Is that realistic? How does that compare to other centers that may perform a like mix of work? First of all, you have a wonderful array of enabling technologies to run a world-class contact center...congratulations. In answering your question, let’s not confuse adherence to schedule (ATS) with Agent Occupancy, and/or Agent Utilization. ATS is simply the individual Agent’s adherence to exactly the schedule that you give them for a particular shift. It might include phone time, classroom time, back office time, and the like...ATS for the telephone time is very easy to track with your Aspect are essentially tracking to see that the a...
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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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