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how to measure call center talk time

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  • #32397

    Viti
    Participant

    Plz do let me know  ASAP  as to how  can one measure the exact talk time for the call center employees….i.e the time which does not have AUX. time etc. we have resource and time constraint for gathering this type of data . at the max we can assign one person for a max of 5 days .i need this data for the six sigma implementation in our center.or Is there any method by which this can be extracted frm the genral existing data in the call center.

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    #87089

    CJ
    Participant

    Jane, talk time standards vary by pbx definitions.  First, check with your ACD for the definition of talk time.  Some offer “average talk time”, in which case you may want to create a formula to offer straight talk time.  This can be done with most ACD/CMS systems. Be aware, though, of offering straight talk time.  Other important factors, such as hold time, break time, aux time, can cause variances in call center measurements.  it is the mastering of the optimal levels within the call center in which six sigma supports.  I know this is not helpful; email me with your acd type and we can discuss further.

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