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Average Handle Time: Call Center Budgeting Metrics

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I will determine what the Average Handle Time goal should be for the company and establish why the Average Handle Time has increased over time. I am looking at data

I will determine what the Average Handle Time goal should be for the company and establish why the Average Handle Time has increased over time. I am looking at data compiled from July 1st 2012 to June 30th 2013 in order to assist the company so it can budget resources more effectively in the future. For this project, there are a few questions I aim to answer. The questions are as followed: 1. What should the budgeted Average Handle Time be for the company in future time periods? 2. What are some improvements that can be made in order to manage Average Handle Time in the future time periods? Employees in the department spend their time answering client inquires over the phone, these questions are vital for the business to answer. Average Handle Time is the average duration of time it takes for the employee to answer questions from clients on each phone call. The company budgets the department based on how many calls they have answered in prior periods as well as the Average Handle Time goal for the entire department. They use this information for scheduling as well as hiring purposes to predict the number of employees needed to answer phone calls in future periods. I will attempt to answer these questions by using multiple data sources. I will gather information from multiple reports generated from the department software and data mine in order to answer some of the questions related to the project. I will also gain management feedback in terms of what is viewed as important as well as what they believe can be used to improve the Average Handle Time number in the future. These quantitative and qualitative measures will help narrow down on what the Average Handle Time should be budgeted for the department as well as what management could do to improve it in future periods.

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Date Created
  • 2014-05