Need help with Call Center metrics
We are a small call center of 28. We can be failing our MSI goal of 80%, but only have an occupancy rate of 70% or below. Shouldn't we be at 100% occupancy if we are missing MSI? Does someone in an AUX state effect our Occupancy rate? Our hours of operation are 8am-5pm. Thank you.
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| Sep 26 2008 6:23 PM GMT
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Call Center metrics, Call Center ROI/TCO, Call Centers
Best measurable metrics to evaluate a Customer Service Call Center?
What are the best measurable metrics to use when evaluating a Customer Service Call Center? Thank you very much.
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| Sep 26 2008 6:21 PM GMT
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Call Center metrics, Call Center ROI/TCO, Call Centers
Calculation question on determining CRM ROI
What is the difference between risk-adjusted ROI and IRR? If I use cumulative discounted cash flow (i.e. NPV) divided by the present value of cost (i.e. cash outflows, including tax increase) to calculate ROI, why does this consistently yield a higher percentage than IRR? Please advise. Thank you.
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| Jul 28 2008 3:07 PM GMT
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CRM ROI, Call Center ROI/TCO, ROI
What is the acceptable percentage of Hold Time?
What is the acceptable percentage of Hold Time in the equation of AHT = ATT + ACW + Hold Time. By hold time, I mean when the customer is put on hold during a call.So, if the expected AHT = 4 Mins -- is there an industry standard for what percentage the hold time can be? (eg 20% of AHT). I am...
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| Jul 24 2008 2:55 PM GMT
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Call Center metrics, Call center management, Call Center ROI/TCO
What is the best facilities/seat utilization ratio for call centers?
Is there a 'Best In Class' ratio for Call Center facilities/ seat utilization? I've seen 1:3 used. Would you know the source and context of this ratio? Thank you.
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| Jul 24 2008 2:53 PM GMT
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Call Center metrics, Call Centers, Call Center ROI/TCO
What is the average occupancy rate for outbound (lead generated) based call centers?
What is the average occupancy rate for outbound (lead generated) based call centers?
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| Jul 23 2008 5:27 PM GMT
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Call Center metrics, Call Center ROI/TCO, Call Centers
benefits
what are the benefits of call center agents and who will benefit from them?
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| Jul 9 2008 0:57 AM GMT
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Myaj9
Call center agents, Call Center metrics, Call Centers
