One of the most important indicators of both contact center employees and the telemarketing service as a whole remains the number of calls made during the working day. However, there is no consensus on how many calls made by a call center operator should be considered a good indicator.
Average number of calls
Many specialized resources indicate that on average, during a work shift, call center operators make about 140 calls, with an eight-hour workday. It turns out that on average, 18 calls are made per hour. Can this figure be considered optimal?
It is worth considering that the calls made by the contact center operator should be assessed not only by their total number. But by the results obtained. And do not forget that the indicator we are considering directly depends on the work performed and the field of activity.
For example, it matters what exactly is included in the concept of a perfect call. The operator can simply pass on information to the client in additional country code +968, oman phone numbers and such a dialogue lasts on average no more than a minute. However, when calling, a client consultation may be required. An answer to his questions and clarifications, the need to search for information for consultation. In this case, one call can be processed for up to several minutes, but this does not indicate inefficiency, if compared with short calls.
Given these factors
Most telemarketing companies use a proven model of call center operator efficiency. It is not the number of calls made that counts, but the time spent on them.
An operator’s work is considered effective if direct communication with clients takes 35-40 minutes per working hour. If we talk about the percentage ratio, the efficiency indicator is at the level of 55-65% of the employee’s working time.
Note that the rest of the time is also used by the operator to do his job. Thus, after finishing a conversation with a client. It may be necessary to process the received data and save it in the system. Or to wait for a connection with the next client, even if automatic dialing is used.
However, the performance indicators of a call center operator and the number of calls made directly depend on a number of factors. Many of which are not directly related to the professional qualities of the employee. If you eliminate problematic aspects in the organization of work, you will get higher indicators.
Number of outgoing calls – what factors influence
When calculating the average number of calls by a contact center operator, the following factors must be taken into account.
Quantity and quality. The efficiency of a call center operator is greatly influenced by the quality of the compiled list of numbers for calling clients. If it is not worked out. The result will be a predominance of short calls, due to missed calls and calls without an answer.
Average call time. To begin with, it is worth dividing all outgoing calls of the contact center operator. Into two main categories – customer contacts with decision-making. And those that lead to decision-making – making a purchase or ordering a service. This way telegram marketing: how it works you can determine the optimal value for the time spent on calls for each of the two types.
It is worth using the average value for two types of calls only if the difference in time is not significant. If the ratio of time spent by type of call is one to five. Then it is not recommended to use the average value when analyzing efficiency.
Do not forget about a number of other factors that affect the duration of the conversation with the client. Agree that the duration of the call is significantly different for service information, conducting a survey, or requesting a call back.
Speed of dialing.
The technical equipment of the call center operator’s workplace also affects the number of calls made to clients. The operator’s productivity depends on the correct choice of dialing software. Modern solutions allow you to automatically dial phone numbers taking into account. The workload of operators – dialing is transferred to a free employee.
There are also solutions that transfer calls to a free operator only after the client answers the call. In this case, time savings are achieved by reducing the time spent waiting for an answer.
Operator working conditions. To effectively perform their duties and achieve a high rate of calls. It is necessary to provide operators with a comfortable working environment.
For example, a noisy office environment means that the operator has to speak louder and slower so that the other person can hear them well. Also, in an atmosphere that is uncomfortable for making calls to clients. Operators become more tired faster. And they will need more frequent breaks between calls. This is especially true if. In the course of their work chine directory the operator resolves controversial issues with clients based. On requests that require great emotional investment from the employee.
Conclusions
The optimal number of calls made by a contact center operator can only be calculated taking into account the factors that influence the efficiency of the workflow. There is no single value that applies to any contact center.
However, in the absence of factors leading to a decrease in work efficiency. One can focus on the indicator of operators’ time spent on making calls. The optimal indicator is when the operator spends from 55 to 65 percent of the total work time on communicating with clients.
At the same time, we should not forget that in addition to quantity, it is necessary to monitor quality. Since the first indicator can never replace the second.
