Call Center Understanding

[caneuman]

I am trying to put together something for some call center supervisors and managers that will help them understand the available time, waiting for a call, and the relationship between Service Level, abandon Rate and various other KPIs.

What I really want to do is put together a simple matrix that says, when you see this (for instance 92% Service level), do that(take people off the phones for training). I am trying to get a litlle more in depth. Does anyone have anything like that?

Thanks for any help.

[dawoodley]

I recently just went through this transition with my own call center management team. Tried having weekly meetings discussing the inner-workings of a call center and the relevance to each of the metrics/benchmarks, also tried making a guidebook that outlined the impact of each of the measures and what to do when certain criteria was met and how to correct. What seemed to work for me was the purchase of "Call Center Management on Fast Forward" and assigning it as an objective for their reviews. It really helped each of them to understand where the numbers come from, why they are important and how they interact with each other. I recommend this for any supervisor or manager who is fairly new to the industry. Good Luck!

[caneuman]

Thanks very much. I will check it out. By the way, how are the supervisors progressing?