I have successfully been Managing a call center for 6 years. A new contact with our Client has recently expressed that they want the Manager to be on the phones as an active CSR for a minimum of 80% of each day. This does not include escalation, or discussing issues with CSR's, this is as a line-level CSR.
I was wondering, what everyone else thinks of this percentage? Does it seem abnormally high? Is that what others do?
I find that 30% or less is all I can handle as we have a great deal of technical specifics regarding our call center, escalations run high due to the nature of our client, and managing people, tracking performance, listening in to calls and assisting CSR's easily takes up much of my time. Including that I have meetings to go to for new project that are not even in the same building, and so forth.
Within our company the belief is that the client is trying to perhaps get an extra CSR without paying for it, though we have not asked them for that. Our metrics are in line with the contract we have.
Currently our call center handles what I can only describe as "in-bound only" resource heavy assistance to callers with an average of around 5000 calls a month and are open 12 hours a day, with a CSR staff of 4.