Call Center Productive Cycle Time

[COCO]

Hi there:

I'm working on a Telecom company (providing AT&T services) down in Monterrey, Mexico which is called ALESTRA.

We have Call Centers in areas such as Customer Care & Help Desk...

What I would like to know is if there's a trend in the "Productive Cycle Time" of such areas. What I mean is that when a person has just arrived, his(her) productivity is high and keeps growing until a certain time (in Alestra's case, of up to 3 or 4 years) where that person's productivity began its slowdown (like a Normal Distribution)...

Can anyone out there would like to share his(her) experiences in this matter? Or related links where I can make a sort of "benchmark" and see if I need to redefine our actual Profile for the people we're hiring, their Compensation Scheme, ...?

[MGeryPA]

There is a cycle to productivity. If this is an Inbound service center, the ramp-up to productivity is generally three months and burn-out around two years. There are some exceptions to this rule; but most average 1-2 years of productivity and then are difficult to retrain to new processes.

It helps to continue to train them and keep them used to change. By helping them be good change managers, you give them additional productivty time, in the cycle.

There are many studies on benchmarking and ICCMI has a few good tips on how to do your own benchmarking.