April 2003

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: What is the best practice regarding how frequently an agent should be monitored each month? 

A: The standard answer to this question is five times per month. My answer is, "It depends." Basically, the frequency depends on at least the following: 1) The experience of the agent; namely, we need to monitor more frequently during the first 30 to 90 days, and less so after two years, and 2) The purpose of the monitoring process'is the monitoring for performance compensation or for coaching opportunities?

The left-hand graph above shows the distribution of annual household income for the respondents. Eighty percent are in the "$30,000-plus" per-year income bracket. Fifty-eight percent are in the "$50,000-plus" per-year income bracket.

The importance of this finding for companies is to emphasize that the typical American calling a contact center has substantial annual income, buying power and future purchasing influence. Participants were asked which industry category the company he/she called fell into. The breakdown of these categories is displayed in the graph on the right.

As we expected, consumer products, financial services and telecommunications represent the majority of companies called in this study.

Dr. Jon Anton (also known as 'Dr. Jon') is the Director of Benchmark Research at Purdue University Center for Customer-Driven Quality. Have a question? E-mail him at [email protected].