It all depends on outbound or inbound. If it's inbound then you'd be expected to do 15

calls an hour maybe, 3 minutes plus 1 minute wrap time per call, however it all depends on the complexities of the type of calls the contact centre gets but 15 an hour would be about average. The same for outbound if on a dialler system, if not then much more, with a probable contact rate of 30% you probably expect the agents to get through a list of 50 an hour.

Posted By: stringersrevenge, Aug 22, 13:43:14