Statistics

[Marilyne]

Could anyone help me find any statics on call center. I manage a new call center and would like to be able to compare with other call centers.

any web sites that has any statistics would be really appriciated.

Thank you

Marilyne

[Dheed]

I have worked at numerous call centers and would be happy to compare mine with yours. Which would you like?

DHeed

[cclegg06]

My company publishes a report on contactor experience and related satisfaction. The report, "2Q03 Telephone Customer Service Benchmarks" is available at:

http://www.lumenresearch.com/serve/rpts/csRpt.htm

An update is currently being written (we expect to publish in the next couple of weeks). Drop me an email (cclegg@portlandresearch.com) if you'd like a complimentary copy once it's completed.

[teelsc]

Great web site for benchmarking-
hope this helps
http://www.e-interactions.com/newsite/index.tml

[JoeB]

Having visibility to other call center operation and performance statistics is clearly important. However, to use these statistics effectively, one must understand the technical meaning of key performance indicators and their role in meeting oneÂ’s business goals. We often do work in call centers that have selected key performance indicators and performance goals based on arbitrary industry standards that do not reflect their own business goals, customers and core values. Without a business-specific context, relying on broad industry statistics as a guideline is very risky.

See http://www.diagnosticstrategies.com/benchmarking.htm for additional perspective.

[remy]

Hi

I've personally developed a benchmark which is in use now within a Dutch benchmarking community. I only have a dutch version available now but maybe I could translate it for you. All the most interesting variables are in it. F.E. servicelevel (however in a way that you can compare companies with oneanother even though they have different standards), adherence, etc etc. I think that normally benchmarks are too extensive, they tend to have too much information. This one focusses on the key variables in benchmarking call centers.
If you are interested please let me know. You can mail me at remy.simonis@postbankmail.nl

[kala]

The website www.incoming.com Industry information/Queuetips is a great source for reseaching targets/statistics.

Some KPIs that we use in our call center are:
Service Level
Average Speed of Answer
Average Handle Time
Productive Time (time on phone + avail time)
First Call Resolution
% Abd
% IVR Usage
Call Center Customer Satisfaction
Adherence to Schedule
Monitoring

You can join ICMI for great webinars and training seminars. We have attended several and have found them extremely useful.