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06-24-2004, 01:13 PM
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Benchmarking
I manage a bank call center that has 15 agents that handle inbound service calls and 5 agents that handle inbound and outbound sales calls. The size of the bank is 2,500,000 in assets. I would like to know what are considered standard stats for the following:
Average speed of answer Grade of service(service level) Average talk time Abandon rate Cost per call Turnover Calls per hour Average allocation Average hold time After call time(clerical/wrapup) Adherence to schedule
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RRW 
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