IT Answers » Call Center metrics

Industry Standards of Call Center Metrics

LostInMetrics — Wed, 12 May 2010 08:49:43 +0000

What are the standards and where can I find them online of other call centers

Call Centre Computers

Conway — Wed, 28 Apr 2010 12:54:01 +0000

Question Edited by Alternatives

Calls per month – Call center metrics

LibraryResearch — Fri, 05 Feb 2010 21:49:46 +0000

I would like to know the number of businesses in the US whose contact centers / call centers (customer service or sales or technical support, etc.) process 1 million calls or more per month. Is this figure available anywhere?

handling time for telecommunications voice services and dsl

Bernadine — Fri, 13 Nov 2009 06:40:47 +0000

What is the acceptable handling time for telecommunications voice services and dsl?

Call Center Rep to Call Ratio

Tsmiley — Thu, 29 Oct 2009 20:09:34 +0000

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 including myself as I do not normally take calls) inbound call center we average about 10,000 calls per month and our current year to date service numbers are:

88% Availability; 91% Handle Ration; 2:31 Average Talk Time; 3.7% Abandon rate.

On the outside looking in we are definately meeting our goals with our current staffing, but we are also missing great opportunities to cross-sell products due to our need to take calls very quickly to handle volume. We have also been consolidating some of our branches and I can see in the future this causing additional call volume.

How could I best present this to senior management to show the need for additional representatives and benefit. I have started a proposal but some standards to go back to would be very helpful!

What are acceptable performance standards for a call center that responds to telephone calls, email, and voice mail?

Antaeus — Wed, 21 Oct 2009 19:25:05 +0000

New Discussion Post by dmitrym

Call Center standards

Bernadine — Tue, 01 Sep 2009 09:37:56 +0000

I’d like to ask what is the standard Team Leader to call center Customer Service Representative (CSR) ratio. Also, what is the standard number of call evaluation/monitoring per CSR per month?

Seat utilization and manpower requirment formula for call centers

S121 — Thu, 02 Jul 2009 09:46:58 +0000

Seat utilization and manpower requirment formula for call centers specialy for domestic call centers.

What are acceptable performance standards for a call center

Tomjohn — Wed, 24 Jun 2009 13:54:31 +0000

New Answer by TomLiotta

Call Center Standards

Meg1 — Thu, 18 Jun 2009 17:50:20 +0000

What is the standard for a call center answer rate and what is the standard number of calls per FTE (non technical environment)?