Paradoxically, the planning of activities in the small center is not less necessary than in the center more. The more susceptible to the interference and the less resources, the more reason to make the planning process to perfection. A good plan to start with regularity in charge of search operators. Analyze the number of calls, average talk-time and average time spent by operators to draw up notes of the conversation or action arising from the conversation for telemarketing leads, or the period (after call work time) during which they are busy, but do not talk on the phone.

Consider the data on the technical help desk, provided by Rebekah Oettinger from The Segal Company.

80% of all calls made within 21.2 seconds
The average waiting time of 42.4 seconds per call
The average time of 5.6 minutes interview
The average time spent by operators to draw up notes of the conversation or action arising from discussions 12.4 minutes

Alphonse Mucha
With this statement we can see that the speed of receiving the majority of phones are acceptable, but 20 percent of calls dramatically raises the average waiting time for the call. In the case of help-boarding does not mean loss of customers because they are convicted for the use of this aid. You can see also that the time spent on actions arising from the conversation is more than twice higher than the same conversation. So if you want to increase the throughput of the help desk or telemarketing leads, the first step of looking at opportunities to streamline operations, the operators which lead if you do not keep a conversation, and only subsequently at the same conduct talks.

Averaged data are only approximate picture of the situation. They hide differentiation resulting from seasonal changes during the day, week, month and year.