Departments need to be more adept at estimating the likely volume and incidence of calls

18% of surveyed call centres could not provide any information on their costs.

For the 73 call centres which measured both their costs and the average length of calls

  • 44 had a cost per call minute of less than £1
  • 26 a cost of between £1-£5
  • three had a cost per call minute of more than £5 including Equality Direct at £27.50, and the Electronic Integrated Arable Compensation Scheme Help Desk with a cost per call minute of £23.00
  • The comparable figure for the call centre industry as a whole ranges from 40 pence to 60 pence per call minute.

Read the detailed report for more on setting realistic performance targets and what constitutes good (or even excellent) service! (http://www.publications.parliament.uk/pa
/cm200203/cmselect/cmpubacc/373/37305.htm
)

Thank you to Dave Charles of Devon County Council for finding the reference.

Advertisements