Productivity Statistics

Call Centre Helper Forum » Call Centre Management

(2 posts)

Hello,

We are currently reviewing our productivity levels and are trying to find statistics I can compare ours with for other call centres.

The department stats I refer to are B2B and we currently target them on 3.5 hours per day mixed inbound and outbound; I am trying to determine if this is feasible target baring in mind we do have a lot of manual process's.

Any help here would be appreciated.

Posted 6 months ago

JontyPearce

For call centre statistics the ContactBabel guide makes for good reading.

I would have thought that 3.5 hours per day should be reasonable, but it all depends upon how much is manual processes.

I would suggest that you start measuring how long things are currently taking and then start to try for a 5% - 10% improvement.

Posted 6 months ago

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