They've recently imposed an "unavailable" time % on us that is massively strict compared to the previous guidelines which weren't even something that we were evaluated on. I think the whole thing is redundant, as we're already evaluated on the department's dropped call % (single digits) and we have $$$ per month we need to collect - if you're goofing off off the phones for a non-legit reason, you're going to miss calls that could bring you that $$.
Apparently, our % is "very lenient" compared to other call centers, so I'd like to know more about other call center stats if possible, please.
Do you have inbound and outbound/autodialer calls or just one or the other?
Do you have additional documentation (hardcopy paperwork) that is ever needed after a phone call? By the customer's request or as a log of the results of a specific call. Do you have time that is alloted for doing these in your day, or do you end up doing it during your breaks?
Inbound -
What is a typical dropped-call %? What's a typical "on hold" # in relation to how many people work there, and how many calls do you typically get per day?
Outbound -
How many calls do you make per day? Do you have the party's information before the phone connects or how long does it take you to get in the program you need once you get the information? Do the calls ever come back-to-back with little or no time between the hangup and the next one connected?
Thanks to anyone/everyone who can give me even a few stats about how their center works. You can probably guess a little about mine based on the questions!
Apparently, our % is "very lenient" compared to other call centers, so I'd like to know more about other call center stats if possible, please.
Do you have inbound and outbound/autodialer calls or just one or the other?
Do you have additional documentation (hardcopy paperwork) that is ever needed after a phone call? By the customer's request or as a log of the results of a specific call. Do you have time that is alloted for doing these in your day, or do you end up doing it during your breaks?
Inbound -
What is a typical dropped-call %? What's a typical "on hold" # in relation to how many people work there, and how many calls do you typically get per day?
Outbound -
How many calls do you make per day? Do you have the party's information before the phone connects or how long does it take you to get in the program you need once you get the information? Do the calls ever come back-to-back with little or no time between the hangup and the next one connected?
Thanks to anyone/everyone who can give me even a few stats about how their center works. You can probably guess a little about mine based on the questions!
Comment