By Jon Anton, Jodie Monger, Debra Sue Perkins
Designed to supply new expert callcenter managers with a strategy for dealing with their callcenter in an simply understood, step-by-step demeanour. Softcover.
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Extra info for CallCenter management by the numbers
Longer wrap-up times on average suggest there are either training, process, or technology issues. 8. If there have been new TSRs added, then longer wrap-up times due to unfamiliarity could be expected. 9. If the longer times can be traced to certain TSRs, then re-training is needed. 10. If new layers of bureaucratic data capture have recently been added, then consider whether the additional information is worth the expense. 11. If the issue does not seem to be training or process oriented, then it may mean the technology is due for an upgrade or expansion.
Maximizing the existing technological environment 5. Working within the human resource capability profile, and 6. Optimizing operational strategy and process efficiency The following are several questions that should be asked of any callcenter management approach: 1. Is the approach effective for managing the integration of multiple technologies? 2. Is the approach effective for analyzing customer behavior to maximize value? 3. Is the approach effective for providing management with the information to make effective decisions?
It should be run daily and investigated weekly and monthly. You can design an AHT report formatted by employee, by team, and by callcenter. A trend line graph will be generated. Suggested Goal for Metric The average handle time goal would depend on callcenter type. , averages are between 10 and 15 minutes. 5 minutes. We suggest targeting this metric between 3 and 10 minutes ± 15%. A hoped-for trend here is flat to decreasing. It is probably best if you can develop a range based on call types and shifts.
CallCenter management by the numbers by Jon Anton, Jodie Monger, Debra Sue Perkins