Sharing Ideas for Creating Customer Service Excellence
| Members Asking and Answering |
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Member testimonial: Would you convey my thanks to all NWCCP members who responded to my question about recording phone calls? What a fantastic resource! Its great to have a community to go to with questions about call centers. We all have similar issues with a whole host of different ways to handle them. I appreciate everyone’s willingness to share their knowledge. It really helped me to be able to talk with our Legal Department about the issue and know the industry norm. I have missed the people involved in NWCCP and am glad to be back part of the group! Thanks again. - Lisa Zerda, Molina Healthcare |
Member Asking -
average call center occupancy:
(top) I am hoping that you could help me find some information I need on Call Center average occupancy. I believe occupancy is the correct industry term, but if not, please let me know. Specifically what I want to know is..."What is the average expected call time plus wrap up time for a call center? In writing goals for my team, I need to know how much time is fair to allow them for "not ready" time.
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Member Asking -
cell phones, pda, games in the call center:
(top)
We are an average sized incoming call center. (150 agents) In the past we have been fairly restrictive in not allowing agents to have cell phones, PDA's, handheld games, etc on the Res floor. What we are currently finding is that many employees use their cell phones as a clock, to know if a family member is trying to reach them or to play games in between calls. We have had much discussion about why reading a book (which is ok) is any different than playing a handheld game as long as it is not distracting to others. Also, many phones and PDA's help employees track their schedule, trades etc. We are wondering if it is time to revisit our policy with the many changes in technology but are very curious how other call centers are handling this.
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Member Asking -
Call Recording
Considerations:
(top) Member Asking: Is it usual for companies to have the call center representatives sign a document indicating they have been notified that their calls may be recorded or is just letting them know good enough? What is the industry norm? Do you have your reps sign anything? How do they react? Do you have a template of the document you have people sign that you can share with our member? |