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Sample Size for calls to be monitored? Call Center Customer Service Representative

E

ehari

#1
Hi Folks,

If a CSR (Customer Service Representative) in a Call Center takes around 200 calls/week, what would be the sample size to be monitored?
 
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C

Cordon - 2007

#2
First thing that comes to mind is..

#1-How many CSR's do you have?
#2-How many people do you have to monitor phone calls?
#3-Average time of each phone call?
#4-How many hour a week do the CSR's and monitors work?

More information please.
 
Last edited by a moderator:

Jen Kirley

Quality and Auditing Expert
Staff member
Admin
#3
Hi ehari,

Call center quality is rather different from manufacturing quality in that, like with many services, not all process outcomes are expected to be identical.

Nonetheless, call center quality is an important and growing issue. This report includes the subject of sampling:
The number of calls monitored per agent ranged from one a month to 10 or more a month, with the largest percentage (33.8%) of centers monitoring between four and five calls per month per agent.
http://www.incoming.com/WebModules/Products/PubDetail.aspx?ProductId=513

Here is another site I found on my Google search: http://www.callcentermagazine.com/shared/article/showArticle.jhtml?articleId=42900019

I hope this helps!
 
C

Cordon - 2007

#5
ehari,

12/1 ratio doesn't leave much time for the person doing the monitoring to get other tasks done unless that's all that person is doing. Look at these numbers and see which one of these may fit for the person doing the monitoring, I just figured a % that will equal how many hours per day it would take just to monitor phone calls and nothing else. (based on a 5 day week)

3% = 2.88 hrs per day
4% = 3.84 hrs per day
5% = 4.8 hrs per day
6% = 5.76 hrs per day

Regards, Cordon
 
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