average time spent monitoring per call

[RDuhon]

Hi,

I am trying to gauge the number of monitors and time spent per monitor that our company completes/spends vs. other companies.

thank you for your help,
Rhonda

[Brucall]

Freq Call Length Agents Effort Calls
New 12 5 15 10 150 h 600
TO 2 8 4 12 20 128 h 640
TO 3 4 3 10 10 20 h 120

This is a systematics model we use in our company.
New = new call center agent
TO2 = agent with a certain experience
TO3 = very experienced agent

Those levels are defined by the average score on a monthly bases.

Don't hesitate in contacting me for further info.

[RDuhon]

Hi Brucall,

Thank you very much for your reply. If you could break down some of the stats such as the h-that'd be great. I'm not sure what that column includes.

Also breaking the calls down into these same groups-are you saying that this is the average length of the calls or the time spent monitoring the call? If it's not the time spent monitoring-how much time do you average per monitor for each type of call?

Thank you again-I really appreciate your last reply and look forward to hearing from you again.

Rhonda

[Brucall]

-Freq: # monitoring sessions in a month
-Calls: # calls per session
-Length: this is the average time needed to monitor a call, including the length of the call, the data input and the waitingtime between two calls.
Agents: # agents monitored per session
Effort: # hours needed (h) monitoring

Hope this answers your questions.
I have one request: do you know were I could find information concerning quality standards on call handling?