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ITIL :: View topic - Question on time utilized on calls
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Question on time utilized on calls

 
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viv121
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Joined: Dec 15, 2007
Posts: 112

PostPosted: Sun Aug 10, 2008 7:42 pm    Post subject: Question on time utilized on calls Reply with quote

Hi All,

Not an ITIL but a best bractice question. Let's assume that a helpdesk analyst works an eight hour shift then how many hours of head sets pose no health hazard to him/her? This is assuming that the person is fit to start with. Is 60% time spent on calls ergonomically suitable or can it go high.
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3252
Location: London, UK

PostPosted: Sun Aug 10, 2008 8:56 pm    Post subject: Reply with quote

Viv121

Headsets ? This is a health and safety issue like computer screens, chair setting, etc

IMNSHO, I would limit not the head set time - but the call answering time

If the SD staff has sufficient staff, half the staff should be answering calls, the other half should be cleaning up / updating any outstanding tickets

So if you have 3 staff on, 2 on calls 1 on clean up

of course, if there are more calls, the other member and the mgr picks up calls
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Soapy
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Joined: Jun 05, 2008
Posts: 11

PostPosted: Tue Aug 12, 2008 12:27 am    Post subject: Reply with quote

Would also depend on quality of headsets, how comfortable they are, how well call load is distributed, what kind of routing algorithm is used for call routing in case of ACD, how often the staff get a break.
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UrgentJensen
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Joined: Feb 23, 2005
Posts: 458
Location: London

PostPosted: Tue Aug 12, 2008 1:03 am    Post subject: Reply with quote

Hi Viv,

Talk to the HSE, this is not something that can be answered properly here.

And whilst you're there can you ask if there's anyone that manufactures headsets for animals?

UJ
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3252
Location: London, UK

PostPosted: Tue Aug 12, 2008 1:05 am    Post subject: Reply with quote

And of course..

who gets to choose the hold music
whether or not shoe polish is used on the ear headsets
whether the head sets are shared - or are on a individual basis

I think that 3 hours playign head set jockey is the max w/o a large break - 1 hour or so

It also depends on how many staff you have and how many calls you get in an hour

Do some work (shock / awe / glee) such as call / time analysis using the data and MS Excel.

This will give you an idea of raw numbers to base it on

As far as ITIL, there are no best practice
as far as iso20k, there are no standards
as far as cobit, there are no objectives, KPIs or KGIs

It is up to you as mgmt to determine that.
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