For each part-time employee, take the number of hours they are contracted to work and divide by the number of hours that make up an FTE in your contact center. For example, if someone works 24 hours and a full-timer works 40 hours, divide 24 by 40, i.e. 60%.

What is the average wait time for customer service?

The traditional call center industry standard service level is 80/20, or 80% of calls answered within 20 seconds, but there are a few reasons why this might not always be an optimal number.

How do you convert FTE to hours?

How to calculate FTE and/or Standard Hours:

1. FTE – Standard Hours per week divided by 40 hours equals FTE.
2. Standard Hours – FTE multiplied by 40 hours equals Standard Hours.

How do you calculate FTE shrinkage?

The requirement for 100 FTE at a 30% shrinkage is 143. A common mistake in calculating shrinkage is to take the 100 and multiply by 130% to get the total required. It’s important to remember that 100 FTE is what you have to have left after the shrinkage is substracted. If you take 100 x 130%, you get 130 FTE.

What is a good FCR rate?

However, research has shown that the industry standard first call resolution rate is approximately 74%. However, this varies of course according to the nature of the request, request platform, industry, etc. Generally, FCR rates close to 90% are considered high, while 40% is considered the “low” end.

What is KPI for call center?

A KPI, or key performance indicator, is a metric that contact centers use to determine if they’re meeting business goals such as efficiency and delivering exceptional service.

How do call centers reduce hold time?

5 Ways to Reduce Call Hold Time in a Call Center

1. Decrease hold times with Live Chat, Texting, and Email.
2. Reduce Average Handle Time (AHT)
3. Minimize Note-Taking Post-Call.
4. Provide Employees with Adequate Training.
5. Monitor Employee’s Call and Post-Call Activity.

How many hours is 0.75 FTE?

What does . 75 FTE mean? A. The employee has a regular (not temporary) budgeted assignment of 75% of a full-time position (either 28 hours per week for non-exempt positions, which normally work 37.5 hrs per week; or 30 hours for exempt positions normally working 40 hrs per week).

How many hours is 0.01 FTE?

Overview

What is FTE shrinkage?

Shrinkage is normally defined as the percent of agents’ paid time that is spent unproductive. That means shrinkage includes everything except waiting for a call, talking to a customer and doing after call work.

What is an example of capacity?

The definition of capacity is the ability of someone or something to hold something. An example of capacity is how many people can fit in a room. An example of capacity is the amount of water a cup can hold.

How many calls can a call center handle?

As mentioned earlier, call center agents take up to 50 calls a day, and not every one is resolved during the first call. Some calls will require a follow-up that may last days or weeks after the first interaction.

What does FCR stand for?

FCR