Three Common Operating Mistakes in a Catalog Contact Center
... and how to avoid them
During a 500-call hour a call center will be able to achieve significantly higher productivity than in a 100-call hour (i.e., 13 percent greater at a 50-percent service level, and 28 percent greater at an 80-percent service level). Basically, the larger the center, the more productive the reps.
The chart also highlights the cost of good service versus bad with an 80-percent service level costing about 8 percent to 22 percent more to staff (depending on the call volume) than a 50-percent service level.
- Companies:
- Spaide, Kuipers & Co.
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