call center terminologies. introduction agent staff time (login time distribution) agent staff time...

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


Service Level

Staffing

AHTVolumes

Main Factors Impacting Service Level

Introduction

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Pro

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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.


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


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 %)


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


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


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


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


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


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


Waiting Time


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.


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.


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%).


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)


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


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.

call center terminologies. introduction agent staff time (login time distribution) agent staff time...

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