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

5 pts.
Tags:
Call Center
Call center agents
Call Center metrics
I need to know what standards I should set for a small in-bound department, where the length of call is not perceived as that much of an issue, and we also have these other tasks (email and VM). Should calls be restricted to some specific length?

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The standard DEPENDS
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Do you have customers that have paid for this support and have an SLA with you?
Is there a priority level? — Critical, High, Medium, Low
Who is calling and what is the impact on your your customer relations if answer is not given in a specific timeframe?
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Can you give us more of this time of information?

Discuss This Question: 2  Replies

 
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  • Kevin Beaver
    Look at what matters - your customers. What are they saying? There are tons of other variables as well and something like this is likely going to come down to specific business requirements.
    17,130 pointsBadges:
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  • dmitrym
    If your department is small enough that the call volume is not impeding issue resolution it's more important to focus on level of service each customer receives than handling time. 
    40 pointsBadges:
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