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Category Archive for: ‘Tip of the Week’

New laws on overtime and contact center management.

August 22 –   “Did you really think we want those laws observed? said Dr. Ferris.  “We want them to be broken. You’d better get it straight that it’s not a bunch of boy scouts you’re up against … We’re after power and we mean it … There’s no way to rule innocent men. The only power any government has is …

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What is the “industry standard” for abandon rate percentages?

August 8 – I was recently asked what the “industry standard” is for abandon rate percentages.  Actually there is no “industry standard” as this can vary a lot by type of call and business. However, most people would say that somewhere between 2-5% is reasonable performance for most call types.  Of course, if this is a sales call queue, any …

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What is the right agency occupancy for your center?

June 6 – Occupancy rates indicate the approximate amount of times you expect your agents to be productive, i.e., actually on the phone, taking calls, performing after call work, answering e-mails, etc. An occupancy rate of 90%, for example, means that your agents, on average, are working 54 minutes and have six minutes of idle time for each hour that …

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Right time vs. time off the phones.

May 2 – We all know time off the phones can be critical in order to process service request or customer inquiries that come in. Do we really know what the right amount of time is per an agent? Are we giving to much/too little? Do you rely on what the team leads/managers tell you who needs what? Inventory management …

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Consider the impact of events on your forecast over time.

March 7 – As you look at the impact of events on your call forecast, consider not just the immediate result, but how various events play out over time.  For each business factor it’s important to judge what type of effect the event will have as well as its longevity. A Step Response is one where there is little immediate …

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What is absenteeism?

February 15 –   Practically, absenteeism is just opposite of being present. In the literal meaning, if you are not present at work then you are absent, just like two sides of a coin are either heads or tails. There are some general concepts that will help to make absenteeism easier to understand and consider in the workforce management process. Let’s …

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No variance analyses means you don’t know what to do next.

October 12 –   This is a hard one. Many businesses don’t have time to look backwards, and many operations do not provide meaningful variance analyses. But the process of determining changes to the operation or variance in the business environment is critical to running a smooth operation and to avoiding service catastrophes. While many businesses will have forecast review meetings, …

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