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Call Center Terminologies
Call Center Terminologies
IntroductionAgent Staff Time
(Login Time Distribution)
Handling Time(Talk Time + Hold Time + ACW
Time)
Waiting Time
Not Ready Time
Shift Start Shift End
Calls Received On Queue
Entered Calls On Queue
Answered Calls Within Threshold
Answered Calls After Threshold
Abandoned Calls
Short Aband.
Aband After Threshold
Call Center Terminologies
Service Level
Staffing
AHTVolumes
Main Factors Impacting Service Level
Introduction
Fore
cast
Pro
cess
Sch
ed
ulin
g P
rocess
- 1
Sch
ed
ulin
g P
rocess
- 2
Call Center Terminologies
Introduction
Service Level
A measurement expressing the percentage of transactions that are responded to in a specified timeframe. For example, 80/30 for a call center means that 80% of the offered calls to be answered within 30 seconds
Defi
nit
ion
Form
ula Answered Calls Within Threshold
Entered Calls On Queue Short Aband.
Call Center Terminologies
Introduction
Service Level
Accessibility
The Percentage of Answered Calls from the total received calls regardless the wait time on Queue
Defi
nit
ion
Form
ula
Answered Calls Within Threshold
Entered Calls On Queue
Answered Calls After Threshold
Call Center Terminologies
Introduction
Service Level
Accessibility
AHT Average Handle Time (AHT) :The average amount of time a CSR spends processing a transaction. This includes time spent communicating with end users, putting end users on hold (Hold Time), and wrapping up the transaction after the end user has ended his/her participation in the transaction.
Defi
nit
ion
Form
ula
Total Answered Calls
Handling Time(Talk Time + Hold Time + ACW
Time)
Handling Time
(Talk Time + Hold Time + ACW Time)
Note
s - We should take care that Total handling time divided by the answered calls not the offered calls.
- Dividing any factor of the handling time over the handling time gives us this factor % from the handling time (i.e. Hold Time / Handling Time = Hold %)
Call Center Terminologies
Introduction
Service Level
Accessibility
AHT
Utilization
An efficiency metric that represents the time CSRs are engaged in a customer interaction or are waiting for an incoming customer interaction as a percent of the time CSRs are paid (this excludes paid time off and any non-paid breaks).
Defi
nit
ion
CO
PC
Form
ula
Handling Time
(Talk Time + Hold Time + ACW Time)
Waiting Time
Total Login Time (Paid Hours)
Note
s
Based on the above formula used by COPC , the agent considered as utilized as long as agent time spent on Queue either handing customers or waiting for a call , any kind of Not Ready impact utilization negatively
Call Center Terminologies
Introduction
Service Level
Accessibility
AHT
Utilization
An efficiency metric that represents the time CSRs are engaged in a customer interaction or doing any kind of tasks related to the business (i.e. Training sessions , supporting other queue , attending Meeting or 1 to 1 sessions)
Defi
nit
ion
Eti
sala
tForm
ula
Handling Time
(Talk Time + Hold Time + ACW Time)
Total Login Time (Paid Hours)
Note
s Based on the above formula used by Etisalat, the agent considered as utilized as long as agent time spent on Queue or doing any job related tasks, which means the factor impacting the utilization here is the waiting time on Queue or non productive Not Ready
Job Related Not Ready
Time
Call Center Terminologies
Introduction
Service Level
Accessibility
AHT
Utilization
Occupancy
An efficiency metric focusing on the time the agent spent on Queue excluding any Not ready time
Defi
nit
ion
CO
PC
Form
ula
Handling Time
(Talk Time + Hold Time + ACW Time)
Note
s - The Factor Impacting the occupancy here is the wait time , the higher the wait time the lower the occupancy will be.
- There is a positive correlation between Occupancy & Utilization used by Etisalat but there is a negative correlation with COPC formula.
Handling Time
(Talk Time + Hold Time + ACW Time)
Waiting Time
Call Center Terminologies
Introduction
Service Level
Accessibility
AHT
Utilization
Occupancy
Shrinkage
Shrinkage (Lost Time) There are multiple definitions of shrinkage. The definition COPC is:
the estimated amount of scheduled time that will not be realized because of absenteeism, sick/late time, training, coaching, team meetings, etc. that are not included in the work schedule.D
efi
nit
ion
Form
ula Total Lost Time for the Agent across the Year
Total Days the Agent should work During the Year Excluding Days off
Note
s
- This factor mainly used by Workforce & Budgeting Teams to consider this while preparing Hiring plan to meet the targeted SL & the operation needs as well.
- Lost Time = (Absent Days , Annual Days , Public Holidays , Training Days , Meeting & 1 to 1 Sessions)
- Total Working Days for the agent excluding Days of = (365 Days * 5/7) = 261 Day.
- There is no Target for shrinkage as it should be revisited periodically as it might be changed from time to time.
Call Center Terminologies
Introduction
Service Level
Accessibility
AHT
Utilization
Occupancy
Shrinkage
Attrition
This Factor calculated Monthly & YTD (Annualized Attrition) , and it includes the number of voluntary & Involuntary staff separations , which includes Resignations , Terminations & Transfers to another areas
Defi
nit
ion
Form
ula
Number of Staff Moved Out During the Month
Opening Headcount
Note
s
Monthly
Total Number of agents exiting the
job
Avg. actual # of agents during the
period
Annualized
12
Current Month Number
- Attrition Cost :
1- Training Cost
2- Cost of Losing SL during the hiring & Training Period
3- Cost of Hiring & Training.
4- Efficiency of new hires vs. experienced agents commonly referred to as “learning curve” costs. Typically these costs include reduced production, accuracy (fixing errors made by new staff), and the impact on End-user satisfaction.
Call Center Terminologies
Introduction
Service Level
Accessibility
AHT
Utilization
Occupancy
Shrinkage
Attrition
QA Accuracy
End User Accuracy : Inaccuracies that cause an entire transaction to be defective from the end user’s point of view. These errors will have a direct impact on End User Satisfaction/Dissatisfaction
Business Accuracy : Inaccuracies that cause an entire transaction to be defective from the business point of view. These errors will have a direct impact on cost business .
Non Critical Accuracy : Inaccuracies that do not cause an entire transaction to be deemed defective. Examples include errors in professionalism, soft skills, and some data input errors.
Defi
nit
ion
Form
ula
End User Business Non CriticalTotal Number of
ErrorsTotal Number of
ErrorsTotal Number of
Errors
Total Number of Monitored Calls
Total Number of Monitored Calls
Total Number of Monitored Calls X
Number of Attributes in the QA Sheet
1 - 1 - 1 -
Target 98% Target 95% Target 95%
Note
s
- Sample Size detected by the Quality Assurance team using Sample size calculator based on the forecasted monthly volume.
- Confidence Interval :expressed as a +/- percentage. For example, the results of an end user
satisfaction survey may indicate the average score is 87% with a confidence interval of +/-
3%. This indicates the actual average satisfaction of the population is between 84% (87%-
3%) and 90% (87%+3%).
Call Center Terminologies
Introduction
Service Level
Accessibility
AHT
Utilization
Occupancy
Shrinkage
Attrition
QA Accuracy
Forecast Accuracy
Staffing Forecast Accuracy : (e.g., actual vs. forecasted transaction volume for the
forecast developed to identify required staffing levels to recruit/hire and train staff) , Long Term Forecast.
Scheduling Forecast Accuracy : (e.g., actual vs. forecasted transaction volume for
the forecast developed schedules for existing staff) , Short Term Forecast
Defi
nit
ion
Form
ula
Forecast Accuracy
Actual Volume
Forecasted Volume
1 -
+/- 10 %
Note
s - Forecast Accuracy Calculated on different levels starting from the interval level up to the Monthly Level
- Calculating the forecast Accuracy on the Interval level called Accuracy Per Interval (API)
Call Center Terminologies
Introduction
Service Level
Accessibility
AHT
Utilization
Occupancy
Shrinkage
Attrition
QA Accuracy
Forecast Accuracy
Absenteeism
A measure of the percentage of staff that are not present during their scheduled shift
Defi
nit
ion
Form
ula Total Unplanned Leave Time
Scheduled Time
Note
s - Unplanned Leave Include : (Casual Leaves – Sick Leaves – Leave Early & any kind of activities not considered in the published plan i.e., Unplanned Training)
- To report the absenteeism accurately we have to report it on Hours
Call Center Terminologies
Introduction
Service Level
Accessibility
AHT
Utilization
Occupancy
Shrinkage
Attrition
QA Accuracy
Forecast Accuracy
Absenteeism
Other Definitions
- Client : Hire CSPs to provide services to their end-user customers.
- CSPs : Provide services to end users on behalf of clients.
- End Users : Customers of clients.
ACD System : Automatic Call Distributor The system used by inbound call centers to answer and distribute calls on a first-come/first served basis amongst the available CSRs.
- ASA : The average amount of time all end users wait in queue before their calls or chat requests are answered by a CSR. (Time To Answer / Total Answered Calls)
- Backlog : Transactions that have been received but not processed within the defined cycle time.
- Blended Staff : Staff processing a mix of call, electronic and non-electronic transactions.
- FCR : First Call Resolution The percentage of calls successfully processed during the first call made by the end user and not resulting in a repeat call on the same issue.
- FTE : Usually defined by the entity. It requires standardizing full-time and part-time employees to a full-time equivalent. For example, two part time CSRs who each work half time would be considered one FTE.
- On Time : The percentage of transactions processed within the targeted cycle time.