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!

Training Plan for Call Centers

Snowmar — Tue, 02 Jun 2009 21:22:30 +0000

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?

IT Answers » Call Center Representative

Call Center Rep to Call Ratio

Training Plan for Call Centers