Toyota Kata Coaching for Agile Teams & Transformations
A High Quality Contact Center Can Often Yield the Best Economic Results
1. A High Quality Contact
Center Can Often Yield the
Best Economic Results
October 2013
1
Agent Hourly Rates – The “Initial Discussion”
How many times have you been privy to a discussion
where one person says to another: “How much does it
cost you per hour to run your internal call center or how
much would you charge to provide 100 agents handling
inbound customer service for our company? I am not
happy with my current outsourcer and/or I am paying
them too much. Can you beat $25 per hour? Just give
me a ballpark number?”
And, so on…
Since the key barometer for most is the agent hourly
production rate, we rarely have enough information or
time when presented with this question during the “initial
discussion,” whether at a brief meeting or on the floor of
an exhibit hall. I try to encourage people that we should
schedule some time to sit down for an hour or two so we
can really talk about what they want to accomplish first,
There is no disputing that the most significant
ongoing expense of any call center operation
is tied to the cost of the agent.
By: Stephen Ferber