What is a realistic number of calls that a single phone agent?

Tags:
Call center agents
CRM
CRM analytics
What is a realistic number of calls that a phone agent handling calls for a busy multi-specialty physician's practice can handle? Thanks very much.

Answer Wiki

Thanks. We'll let you know when a new response is added.

The average number of calls handled by call center agents fully depending on the nature of the supported services or products, in addition to the number of working hours by agents and the on peak or off peak intervals of that industry (morning ,afternoon, or evening)

Ex. considering the following assumptions:

1- 8 hours shift and on peak intervals
2- 1 hour break time
3- 75% staff utilization
The general average numbers of calls handle are:

1- Informative service and emergency service = Average talk time 30- 90 sec ( 630 to 210 calls )
2- Help desk or technical support = Average talk time 90 – 180sec ( 210 -105 calls)
3- Sales calls and telemarketing calls = ATT 180 – 210 sec (105 – 90 calls)

Discuss This Question:  

 
There was an error processing your information. Please try again later.
Thanks. We'll let you know when a new response is added.
Send me notifications when members answer or reply to this question.

REGISTER or login:

Forgot Password?
By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy

Forgot Password

No problem! Submit your e-mail address below. We'll send you an e-mail containing your password.

Your password has been sent to:

To follow this tag...

There was an error processing your information. Please try again later.

REGISTER or login:

Forgot Password?
By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy

Thanks! We'll email you when relevant content is added and updated.

Following