simple productivity measue

[etaf]

Hi,
I'm looking to simplify some highly complex call centre stats and try and show a financial benefit - saving through increased productivity

Ideally I'm looking at simply

FTE - Full Time Equivalent (People)
Calls Raised
Calls Deployed
Service Level Agreement SLA

Then using a ratio of call/person

I would like to use
Calls Deployed / FTE
Simply that and show an improvement following intervention
However, they also have an SLA to meet and sometimes they exceed - because too many people in and sometimes they miss the sla

so
call deployed / FTE / SLA

anyone use a very simple callcentre statistic that works out the financial saving
and also weighting per % SLA

The operation has some complex call handling software and plans weekly - so loads and loads of data around for all sorts of variables, and I have built a very complex model

BUT need to simplify

Any help appreciated

[thetuan]

Hi,

You shouldn't make this harder than it needs to be - simply put, to cut down your call center operation expense, you will need to reduce the labor cost in your budget. I would venture to guess that your call center labor makes up about 50% - 70% of your budget - depending on how well you run the call center(s).

To reduce the FTE count, you will need to measure and monitor some very critical key indicators. First thing I would check is the length of time the operators take to process the calls. If you analyze the way the operators handle the calls, I am certain that you will find "waste" that you and your managers can work to eliminate. By reducing the call processing time, you will need less operators. The second thing I would check is the productivity of the operators - if you have excellent schedule adherence, each operator should be talking to customers 5.5 hours to 5.75 hours daily (this takes into account 85% occupancy rate, 5% shrinkage for unproductive time and 5% shrinkage for approved off phone time). If you operators are not talking over 5.5 hours daily, you have waste there that you can eliminate also.

There are other things that you can do to reduce the inbound traffic to the call center but we can save that for another day. If you can effectively eliminate waste from the two KIs mentioned above, you will see a material reduction in your opex for your call centers.

Good Luck

[etaf]

thanks - we are doing that work, and reworking the MI - I just wanted to see if a simple metric worked...

[swot_analyst1]

I wonder if a Erlang C methodolgy along with some historical data from phone logs could help you in that analysis. I have seen individuals use call reporting as well as the Erland C calculators to come up with a "what if" scenario to justify call center staffing levels that in turn justify a savings in $$.

Just my 2 cents...