how to measure call center talk time
May 30, 2003 at 11:26 am #32397
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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.0June 19, 2003 at 2:48 am #87089
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.0
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