PriTel Rule 75
Author: CCa2z
Date: 20th October 2009
Often poor performing contact centres appear to be over-occupied, hence have little available time.
'Ready' puts us in the right behavioural modes of work (being Available to take calls + Talking to callers) to improve efficiency and maximise call-handling capacity. What is the appropriate level?
priTel in priTel Rule 75, indicate the most efficient and balanced level, having regard efficiency and staff is the following:
Ready 75% (Talk time + Available time) and Occupancy 75% (Talk time + After Call Wrap time).
Ready | ||||||||||
TALK | + | AVAILABLE | ||||||||
60% | 15% | 75% | ||||||||
Not Ready | ||||||||||
WRAP | + | BREAKS | ||||||||
15% | 10% | 25% | ||||||||
Occupancy | ||||||||||
TALK | + | WRAP | ||||||||
60% | 15% | 75% | ||||||||
Non-Occupancy | ||||||||||
AVAILABLE | + | BREAKS | ||||||||
15% | 10% | 25% |
This is an excellent 'rule of thumb' and should be 'tweaked' for your own operation. What you are attempting to achieve here, is target positive behaviour, which improves call capacity and response times.
What Ready does is improve 'positive seat attendance' by minimising excess levels of Not Ready and at the same time, maximising Ready to at least a level of 75%.
This has the dual effect of also minimising occupancy levels, thus creating availability and an increased capacity.
As we know, as occupancy reduces, service level increases.
This improves self-management and the culture, advisors are now in control of their own behaviour, they are aware of the negative effects of Not Ready and will even start clock-watching when on a break!
Targeting Ready greatly improves morale, as self-management avoids the need for team management to shout-out 'log-on please', the trait of an over-bearing management style.