Call Center Metrics Spreadsheet by xqu18089

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									                                                                            Nextlink Communications Company
                                                                               Network Operations Center
                                                                             Process Review and Assessment

                                                                     Gartner Group Help Desk Data - 11/99


                                                       Monthly        Monthly         Total                                     Monthly Calls                                                    Personnel
                                       Monthly        Equipment      Personnel       Monthly                      Avg Queue     Handled per                                          Call       Cost per Call
                  Monthly Facility   Network Cost      Cost per       Cost per       Cost per    Avg Queue       Time During       Agent -        % Calls           % Calls      Resolution -    (excl. VRU
                  Cost per Agent      per Agent         Agent          Agent          Agent        Time           Busy Hour       Inbound       Manual/Agent       Abandoned     1st Contact     Transfers)
Average           $        335.28    $     287.94    $     631.84    $   8,692.63   $ 9,947.70       42.41           64.57       588.563738          89%              5%             65%        $          7.05
Median            $        234.62    $     162.05    $     260.77    $   6,834.94   $ 8,083.97       29.06           46.00       531.4295243         92%              4%             68%        $          8.19
25th percentile   $          25.85   $        0.45   $      56.83    $   5,142.12   $ 6,535.12       16.93           26.58       350.2847222         82%              1%             58%        $          7.32
75th percentie    $        573.41    $     358.78    $     458.84    $   8,473.18   $ 9,852.25       53.00           81.54       766.3754941         96%              8%             80%        $          8.55




                                    Equipment    Facility Cost    Total Cost
                  Network Cost per Cost per Call per Call (excl. Cost per Call Agent Time -                                                      Agent Time -                                      Monthly
                   Call (excl. VRU  (excl. VRU       VRU          (excl. VRU Available for Agent Time - Agent Time - Agent Time -               Training/Meetin   Agent Time -     Callers /    Inbound Calls
                     Transfers)     Transfers)    Transfers)      Transfers)      Calls     Talk Time    Wrap Up      Work Time                        gs         Lunch/Break       Agent          per User
Average           $           0.11   $        0.32   $        0.25   $      9.02        22%          30%             15%            28%               6%              11%           1193.3           1.1
Median            $           0.03   $        0.31   $        0.19   $      9.04        22%          29%              9%            21%               3%              11%           731.2            1.0
25th percentile   $            -     $        0.02   $         -     $      8.59        11%          22%              6%            14%               2%              7%            389.3            0.4
75th percentie    $           0.24   $        0.53   $        0.40   $      9.49        29%          34%             24%            41%               7%              14%           1187.5           1.2




                                                                     Personnel       Personnel                   Personnel                                                                    Cost per Call
                                      Personnel     Personnel         Cost per        Cost per   Personnel        Cost per          Total                                                     (handled by
                   Total Cost per    Cost per Head Cost per Head     Head Over      Head Travel Cost per Head       Head         Personnel        Length of       % Abandons -   % Abandons -   Agent) -
                   Call (Inbound)       Salary       Benefits          Time          & Training   Contract       Incentives     Cost per Head    Employment          Overall      Busy Hour    Personnel
Average           $          20.88   $   33,060.47   $    8,555.92   $   1,449.16   $ 1,369.76   $   21,315.50   $   1,539.08   $   52,899.70        3.26             7%             9%         $      20.86
Median            $          18.25   $   36,335.78   $    7,907.60   $   1,044.62   $ 1,095.31   $   12,603.46   $   1,062.68   $   53,057.19        3.61             6%             7%         $      14.91
25th percentile   $           8.56   $   29,063.87   $    5,712.23   $     92.15    $   548.57   $    5,903.69   $     227.27   $   45,022.16        1.51             4%             6%         $          8.65
75th percentie    $          24.64   $   43,769.55   $   10,656.28   $   1,574.56   $ 1,801.51   $   25,983.44   $   2,571.43   $   60,893.44        4.38             9%             13%        $      27.44




                                     Cost per Call   Cost per Call    Total Cost
                   Cost per Call     (handled by     (handled by       per Call  Average Call
                    (handled by        Agent) -        Agent) -      (handled by   Length
                  Agent) - Network    Equipment        Facility        Agent) -    Minutes
Average           $           0.46   $        1.17   $        0.65   $     23.14          4.50
Median            $           0.33   $        0.47   $        0.32   $     19.39          3.70
25th percentile   $           0.00   $        0.16   $        0.08   $     10.25          2.91
75th percentie    $           0.60   $        0.76   $        0.84   $     29.15          6.00

								
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