April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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84 3.2 Management guidelines for a productive call center
e-mail and Web text-chat over two years ago, which no doubt reflects the
increased popularity of these two channels.
Other key findings of the report are
There is a wide variance in the number of calls monitored per month
per agent. The most popular frequencies are 4 to 5 and 10 or more.
More than one-third of call centers devote 1 to 5 hours per week to
monitoring, and one-quarter devote 6 to 10 hours weekly. Larger call
centers (200 or more agents) devote significantly more time per week
to monitoring and coaching than the smallest call centers (fewer than
50 agents).
Four in 10 call centers ...
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