How many calls can agents handle?


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How do you determine how many calls your agents should handle in an hour? It’s seems like a simple goal setting process, but is it really simple?

In order to help avoid costly mistakes that are difficult to overcome, Customer Relationship Metrics has developed a self-assessment that will help you identify issues within your own Quality Assurance Program. One of the questions in 29 Quality Assurance Mistakes to Avoid asks “has number of calls handled been removed from your agent scorecards?” Our easy to understand approach provides the blueprint needed to become a more customer centric contact center and lower your costs to operate.

Consequences of the ‘how many calls’ mentality

Do you remember the “I Love Lucy” episode where Lucy and Vivian were working on the assembly line at the candy factory? It was pretty obvious what was going to happen as they were getting their limited training on how to wrap the candy and put it back on the conveyor belt to travel to those boxing the delicious morsels. When the belt started to roll, they were doing a great job but then it sped up and the hilarious effort to keep the candy in their department to be wrapped was the comedic destination of the skit.

How many calls can contact center agents handle?That scene is too much like the life of a contact center agent. The calls keep coming, seemingly faster and faster! It’s easy to imagine that your agents can feel like Lucy and Vivian, especially when they have a performance goal of X-number of calls in an hour.

Your callers are like Lucy’s candy as they are delivered to agents all

Republished with author's permission from original post.

Jim Rembach
Jim Rembach is recognized as a Top 50 Thought Leader and CX Influencer. He's a certified Emotional Intelligence practitioner and host of the Fast Leader Show podcast and president of Call Center Coach, the world's only virtual blended learning academy for contact center supervisors and emerging supervisors. He’s a founding member of the Customer Experience Professionals Association’s CX Expert Panel, Advisory Board Member for Customer Value Creation International (CVCI), and Advisory Board Member for CX University.


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