quote:

Originally posted by LoveLearning:
So, specifically - this is data from a single sampling of a single call center, yes?

Single sampling from a single call center - no.

Approximately 20 call centers with varying products and platforms. Depending on the type of call center (Customer Service, Sales, Outbound telemarketing, etc.), there is a difference and why I had to provide a 2% to 6% range. Typically, Call Centers focused on Sales are higher up near the 5-6% while strict Customer Service is lower in the range (I don't necessarily agree with this strategy and won't get into the why's here).

In addition, typically third-party call centers (those who represent large companies but are not actually employees of that company) have smaller refresher training budgets (down near the 2-3% range because of overhead costs - they have to managa a P&L and originally bid low to get the business) vs. a company who keeps the call center in house because they are a pure cost that is budgeted up front.

Hope that helps clarify a little.

HPTS...great..thanks...that helps!

Thanks to everyone that replied...it was all very helpful!