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Customer Relationship Management
May 2002


Ask Dr. Jon

The Purdue benchmark research has been conducted since 1995. Purdue currently holds data for more than 5,400 call centers. To learn about how to participate in some of Purdue University's new benchmark research, please visit www.BenchmarkPortal.com.


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.

[ Return To The May 2002 Table Of Contents ]

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