According to an estimate by the Hancock Information Group (2005 report), the typical cost to hire call center agents ranges from $5,000 to $15,000; and agent replacement costs can be 1.5 times the agent’s annual salary. That may either seem low or high depending on your calucations, but here are some costs to consider:
Recruiting costs – advertising, interviewing [...]
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The client I was visiting with yesterday indicated only by digging through books, folders and other paperwork, was she able to find out about their MIS service and the vendor providing this service, which was me. As a matter of fact, she stumbed upon the PC hidden in an office during an upgrade process. They [...]
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In a conversation with one of my collegues this week it was interesting to me that after talking with several people and reading a survey done by a major player in VOIP ACD, the consensus was “if these companies surveyed had to do it over again, a hosted solution would be chosen versus purchasing a system.”
Costs and managing [...]
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One of the key measurements in most call centers is Service Level (SL), sometimes referred to as grade of service (GOS). Simply stated, how quickly are we responding to customer calls and is shown as a percent of calls answered within a specified number of seconds, i.e. 80% in 30 seconds.
When working with clients invariably [...]
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My purpose in developing this blog is to share the information and experiences I discover as I work with call centers. Over the years I have met so many terrific people and I hope that I have helped them as much as they have helped me understand their roles in operating and managing a call [...]
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