Call Center Standards

5 pts.
Tags:
Call Center
Call Center metrics
Call Center standards
What is the standard for a call center answer rate and what is the standard number of calls per FTE (non technical environment)?
ASKED: June 18, 2009  5:50 PM
UPDATED: July 27, 2011  9:59 PM

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Meg,

By “non technical environment” I am presuming you are referring to either collections, customer service and/or telemarketing call centers. The answer to your question has dependencies; is it inbound; is it outbound; are you using a dialer; what kind of dialer, etc.

The industry standard for an any inbound call center volume for ASA (average speed to answer) would be less than 30 seconds. Although that is the standard, this is impacted by the volume and the FTE allocated to the project. For example, if your volume is 200 calls per hour, then you would need at least 20 agents (ideally 25 agents) to assure not only the ASA but also handling the time per call.

The normal AHT (average handle time) is typically 4.5 to 6 minutes on inbound projects thus for Inbound, each agent would be expected to handle between 10 to 15 calls per hour. On outbound projects, the measurement is different in that almost all outbound is run through a dialer and thus is measured by connects (which are NOT defined as actually talking to someone). Then we would expect between 30 to 60 connects per agent per hour.

Hope that helps!

Anthony

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  • Cobber
    What formula are you using, Erlang?
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