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In addition to determining how many resources are needed to field incoming calls, per interval, the call center should have defined standards that each service rep is required to meet. I’m curious about how some of you have your performance standards defined and how you came up with the standards. For example, are they required to handle a set # calls per day/per hour and does it very based on experience level & based on job variation?
Most of the standards are based on the pricing factors and client-end requirements. To answer your “for eg. question”, it would depend on a few factors:- type of calls-inbound/outbound… nature of calls- customer service/troubleshooting/sales etc… etc etc …
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