Hello all,

We are creating a new business model that will be a guideline for how many calls an agent should take during the day. My portion of this is collecting 'Industry' standards as part of the analysis and where we fit in. I am looking for Call Centre standards as an industry in itself and more specifically standards in teh Financial services industry. I am mostly after the metrics that directly dictate the # of calls an agent would take in one day: AHT(talk+hold+acw), shrinkage (all components), adherence/commitment to schedule. If you have any input or ca point me in teh right direction, that would be greatly appreciated. Thank you for your assistance.

Rob

I dont believe that there are any industry standards in terms of effeciency of an agent.

It totally depends on type of Business, geographical location of business, nature of service (tech, non-tech.

# of calls an agent may take in a day/hour greatly depends on the targetted service levels, service time, AHT, abandon rate and occupancy. You may look at keeping your effeciency high (calls per agent) till the time you meet your SL, and max possible occupancy.

Letme know if you need more clarifications

I Agree with Pamposh. Its not a good idea to look at industry standards ("Call Centre Focus Anual" had some interesting articles)

KPI's can be made what you want them to be. Whats more important is measuring the standards achieved while attaining the desired level of quality.

You can then plan using metrics that deliver the desired quality. If not you will run the danger that everyone becomes metric focussed and deliveres KPIs in spight of quality.

Th Callcentre focus (the annual 2010) will show other metrics such as sickness and attrition. But you have to be aware they differ depending on location and type of work. ie an enquireies handler for 118*** in Wales will have a diffrent absence and attrition pattern than a Finacial advisor in central London. Best practice I think is look at what your data is showing now, think about what realistic improvements are and then introduce a realistic target that can be reviewed later on.

Do all the good things that Michael writes about except the very end part about introducing a target at the end. Don't do that.

Rob