Call Canter Info Continued…..

Hi All,

Some interesting information:

The call center industry across the world is growing and developing rapidly and this looks set to continue. According to our own estimate as a technology consultant, 47% of the call centers in our survey are growing at between 20% and 100% per annum and 16% are growing exponentially at over 100% pa. More detailed analysis shows that on average, the call centers are growing at something like 30-35% P.A in terms of the call volumes and 20-25% PA in terms of agent resource levels. However, service levels have remained about the same (percentage of calls answered within 10 seconds still averaging at 72%, average speed to answer up from 22.8 seconds to 24.5 seconds, with IVR Support ).

In most call centers a combination of technology and people is taking the strain. If this is to be sustained, without a negative impact on the quality of service customers are receiving, some significant advances will need to be made. There is certainly a great deal of room for improvement in call center efficiency. Very few are operating at optimal levels, with agent occupancy averaging 76% and the attrition rate as high as 20 – 25 % Per month, ………..

More later, watch out for the same heading to know more.