Statistics are not only essential to help call centers run profitably but productively as well.
Russell T. Onofrio, director of customer care at Boston-based Web start-up edu.com, told attendees at the American Teleservices Association conference in Nashville earlier this week that statistics and analytical measurements can be a great motivator for call center staffs.
He noted that one important trend to identify is what time of the week the center is busiest. Once you know this data, share it with your staff so they know when they are most needed.
“You’re giving people a frame of reference,” said Onofrio, previously with Lotus Development, Cambridge, MA. “It draws them into the operation.”
Onofrio said that he doesn’t believe in industry standards for things like the average amount of time it takes to answer a call. “Every center, every industry is different,” he said, noting that factors like budget, staff size, objectives and business-type have to be taken into consideration. “You have to establish what your own standards are.”
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