>>Call
Center Staffing
The
Math of Call Center Staffing
Calculating
Resource Requirements and Understanding Staff and
Service Tradeoffs
Building
Profits Through Better Staffing Decisions
By
Jeff Furst
Call
Center Staffing Mathematics
By
Penny Reynolds
Solving
Staffing Problems at the Contact Center
By
Kimberly Hill
Customer
Experience: Staffing
Call
Center Staffing Stat: "Spending on recruiting
and staffing services will increase to $94 billion
worldwide by 2008,
with a compound five-year annual growth rate (CAGR)
of 8.7%. The U.S. market will continue to lead in this
area, and will increase to $40 billion in 2008".
- IDC,
11-24-04
Call
Center Staffing Stat: "Sixty cents of every
call center dollar goes for human resources costs; 15
percent of that is for recruiting and training".
-
John Anton,
Call
Center Staffing Stat: Call
Center Researcher for Purdue University
"Spending
in the call center more than doubled between 1998 and
2003. Human Resources expenditures dominate call center
budgets, regardless of industry. "HR
costs represent 65.3% of call center budgets and have
been one of the most overlooked areas of the call
center." While
companies spend millions of dollars on technology, they
still find themselves with
30% to 40% or more turnover rates and low service
ratings".
Call Center Staffing
