Q: Do you have information
regarding reduction in call handle times associated with skills-based
routing in call centers?
- Lynn H. Wertz
A:Our benchmark research shows
a possible 18 percent reduction in call handle times associated with the
application of a skills-based routing package. The return on investment is
usually rather large. This reduction in call handling time is even greater
if the call center in question has the need for highly specialized call
handlers and can easily identify several levels of call handling skills
among its agents.
Q: Do you have any benchmark
data on the ratio of trainers to call center agents?
- Rebecca Fay
A:The need for trainers will
obviously vary with the complexity of the calls being handled and the amount
of agent turnover. Across industries, the ratio of trainers to call center
agents is one trainer to every fifty agents.
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