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metrics to oversee call center relationship on behalf of the client

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#1   Posted: 18 Jan 2008 08:16

Dear All,

one of the new responsibilities of mine as a CS manager is to oversee the call center relationships on behalf of our clients. I have a team of the 2nd level CS Reps.
I am normally working with an account manager on the CS side of the client and with the team leader or account manager from the Call Center services providing company side.
Since I have just started with this function I would like to know the following (if anyone can help me with that):

1. what is the formula call centers use in order to calculate the number of agents (lets say: 4 languages, phone calls and e-mails in-bound, 24/7 support, relatively small volume). I am asking this because the number of agents that the call center is giving us is unusually high and we have to believe them.

2. what are the general metrics that can be used to monitor such kind of relationship.

I would like to thank you in advance for all your help. If you have any further information on how to manage this kind of relationship please let me know it will be very appreciated.

Kindest regards,

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