Tuesday, August 16, 2011

What does lack of schedule adherence cost a call center?

There are three areas that are immediately affected when your call center is out-of-adherence:
  • Speed of answer to customers is reduced (service level and satisfaction)
  • Staff workload and occupancy are affected (productivity and staffing cost)
  • Telephone costs can soar (operational costs).
All three areas are avoidable when you understand the impact of out-of-adherence within the call center. In order to find out the costs associated with call center scheduling and out-of-adherence, you need to measure and quantify the effect. Let’s consider that you have 200 call center agents and due to out-of-adherence activities, they lose 10 minutes per day. At an average of $15 per hour wage for your 200 call center agents, the resulting cost is $130,000 per year.
  • 10 minutes x 5 days x 52 weeks = 2,600 minutes per year = 43.3 hours per year.
  • 43.3 hours x $15 = $650 per person x 200 agents = $130,000.
Take the time and do the math and understand the actual hard dollar costs associated with out-of-adherence for your call center and evaluate the necessary internal changes needed to reduce the wasted time. For ideas and more information about schedule adherence, please read this whitepaper: "Strategies for improved call center schedule adherence".