Ask Dr. Jon. (The Purdue Page).Dr. Jon JON Jonah JON Jesus of Nazareth JON Job Order Number JON Johnston Island, US, Outlying Islands (Airport Code) Anton
 `, -d`), main campus at West Lafayette, Ind. Center for Customer-Driven
Quality. Have a Question? E-mail him at DrJonAnton@BenchmarkPortal.com.
Q: What does the acronym acronym: see abbreviation. A word typically made up of the first letters of two or more words; for example, BASIC stands for "Beginners All purpose Symbolic Instruction Code. FTE FTE Full-Time Equivalent FTE Full-Time Employee FTE Full-Time Equivalency FTE Full Time Employment FTE Foundation for Teaching Economics FTE Full Time Enrollment FTE For the Enterprise (SQL) FTE Fund for Theological Education stand for, and what does it mean? Miguel Miguel (mēgĕl`), 1802–66, Portuguese prince; son of John IV of Portugal and younger brother of Pedro I of Brazil. He led an unsuccessful revolt against his father in 1824. On John's death (1826) the Portuguese succession was in dispute. Alberto Paez A: FTE stands for full-time equivalent Full-time equivalent (FTE) is a way to measure a worker's involvement in a project, or a student's enrollment at an educational institution. An FTE of 1.0 means that the person is equivalent to a full-time worker, while an FTE of 0.5 signals that the worker is only half-time. . Contact centers usually have a mix of full-rime agents and part-time agents. A part-time agent working 30 hours per week equals 75 percent of a full-time equivalent. A part-time agent working 20 hours per week equals 50 percent of a full-time equivalent. The number of FTEs cannot be determined from total paid hours, as total paid hours would eliminate absenteeism ab·sen·tee·ism n. 1. Habitual failure to appear, especially for work or other regular duty. 2. The rate of occurrence of habitual absence from work or duty. , leaves of absence and other non-paid activities. FTE is an important concept for contact center managers to grasp, particularly when building staffing models and budgets. Q: Do you know current figures on outsourced customer service in the U.S. (percentage of companies that oursource)? My last figure is 25 percent (Fortune 1000) in 1997. In your estimation estimation In mathematics, use of a function or formula to derive a solution or make a prediction. Unlike approximation, it has precise connotations. In statistics, for example, it connotes the careful selection and testing of a function called an estimator. , is the oursourcing trend continuing? Cindy Adams Cindy Adams (b. April 24 1925, New York City) is an American gossip columnist and the widow of comedian Joey Adams. Born as Cynthia Heller and raised by a single mother, Cindy Adams writes a gossip column for the New York Post and contributes to WNBC's A: From our research of over 25,000 call centers, including the Fortune 1000, companies outsource only approximately 8 percent of their calls. The teleservices industry continues to grow at about 11 percent per year; however, it is a very crowded industry with many small players. I would anticipate a consolidation in the next twelve months. The Purdue benchmark research has been conducted since 1995. Purdue currently holds data for more than 5,400 call centers. To learn about how to participate in some of Purdue University's new benchmark research, please visit www.BenchmarkPortal.com. [GRAPH OMITTED] Supervisor's Time Devoted To Training Training Location On Site 70% Off Site 30% [c] BenchmarkPortal, Inc./Purdue University Research Note: Table made from pie chart RELATED ARTICLE: Several recent Ask Dr. Jon questions that have been submitted by readers (visit www.BenchmarkPortal.com/AskDrJon) have focused on the training of call center supervisors. In this case, we focused on how much of the supervisor's time was devoted to training. We found that, on average, a supervisor spends almost 28 hours per year in training. As you can see from the first graph, 70 percent of that training is done onsite, while 30 percent of it is held at an off-site location. We also asked a question regarding the average length of each training session--did it last an hour or less or several days? We grouped the respondents In the context of marketing research, a representative sample drawn from a larger population of people from whom information is collected and used to develop or confirm marketing strategy. by whether their training was held on-site or offsite and plotted their answers. The results make up the second graph. As you might expect, off-site training tended to last longer per session than on-site training; with the majority of off-site classes lasting a full day. However, when we compared the two groups with respect to the number of hours spent per year in training, we discovered that the two groups spent the same number of hours per year on average (28 hours). Also, both groups devoted the same percentage of their budget (2.3 percent) to supervisor training--independent of location. So, it would follow that off-site training must happen less frequently than on-site training. On the other hand, though both groups devoted the same percentage of their budgets to training, it does not follow that on-site and off-site training cost the same. Keep in mind that larger centers could devote a larger dollar amount to training even though it is the same percentage of their overall budget as a smaller center. Hopefully, these statistics will allow you to measure how your operation's training program compares to other call centers. For information and subscriptions, visit www.TMCnet.com or call 203-852-6800. |
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