QUESTION POSED ON: 11 September 2007
We have a lean team of 12 full-time agents who take approximately 10,000 calls per month. Volume is growing much faster than headcount or tools can offset it. While we continue to report on our group and team core statistics (hold time, wait time, average business day (ABD), etc.), we are having a hard time developing a balanced scorecard that reflects the utilization of each agent throughout the day. In particular, the mix of non-phone work (service requests), calls and day-to-day tasks is hard to put in a single picture for management.
We have two agents scheduled solely for email and other non-phone work, and we are now measuring them on their own.
How can we develop a call center monitoring scorecard that encompasses all our agents and their daily utilization, and what should be included?
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