What number of calls should be monitored in emergency call centers?
Just wanted to know, what is the standard number of calls to be monitored and evaluated in emergency call centres? I mean, say, you are taking 1.6 million calls per month. Thank you.
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ASKED:
July 24, 2008 2:57 PM
UPDATED:
July 28, 2008 8:05 AM
Answer Wiki:
All calls to an emergency call center should be recorded for litigation purposes.
For QA purposes with that level of call volume evaluating just 1% of the calls breaks down to 516 calls per day being monitored. That's going to require several QA people to handle. A typical good ratio will probably be about 5-10% of the daily volume.
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With such a high volume of calls, depending on your staff meant dedicatedly for monitoring purposes, per person you should take 100 calls per day atleast.