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Call Center Rep to Call Ratio
I am currently looking at an addition to staff in my call center for a local credit union and need some industry standards for staffing, metrics, etc. Currently we track agent Availabilty, Handle Ratio, AVG Talk Time (including hold time) and Department Abandon Rate. For my 7 person (not...
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| Oct 29 2009 8:09 PM GMT
Call Center Representative, Call Center management, Call Center metrics
I am currently looking at an addition to staff in my call center for a local credit union and need some industry standards for staffing, metrics, etc. Currently we track agent Availabilty, Handle Ratio, AVG Talk Time (including hold time) and Department Abandon Rate. For my 7 person (not...
Answer Question
| Oct 29 2009 8:09 PM GMTCall Center Representative, Call Center management, Call Center metrics
5 pts.
Training Plan for Call Centers
Can someone give me the standards for training new CSRs, ongoing training, re-training for CSRs with complaints? I am looking for time spent training, monitoring, how often for refresher courses, process for retraining those who receive complaints from customers?
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| Jun 2 2009 9:22 PM GMT
Call Center management, call center training, Call Center Representative
Can someone give me the standards for training new CSRs, ongoing training, re-training for CSRs with complaints? I am looking for time spent training, monitoring, how often for refresher courses, process for retraining those who receive complaints from customers?
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| Jun 2 2009 9:22 PM GMTCall Center management, call center training, Call Center Representative
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