usage meets controlling

[akoch]

Hi Ccmmunity

the situation is as follows:

an inbound contact center with 25 employes (outsourcing contact center) is working online (inbound calls) and offline (checking orders, fax, emails and other admincasese)

as far it is ok. with the offline cases I have the chance to get a higher usage of my agents.

the management now decided that EACH MINUTE of EVERY AGENT has to be reportet in the prductivity report.

theirs target is to charge 100% of worktime if possible.

I made the expirience that a usage over 65% in a call center compined with a healthy team and motivated employees for a longer time is very difficult.

I used to calc with the 65% usage as target.
I also agree that it is nessecary to monitor the key characteristics of a call center and have the right controlling procedures set up.

What are your expiriences?
How do you calc?

What are your expiriences concerning usage/usability with different point of views
a) Call Center employees
b) Controlling
c) Pricing

any advice is welcome
thanks in advance

alex