How many RONA's do you get a month?

[Mark568B]

Hi, I think our call center(s) do pretty well as far as how many RONA's we get per month,
but I have nothing to compare it to.

How many RONA's do you get per month and how many agent's do you have?
How many RONA's per month do you think an average agent should be getting?

 

[DAVIDPAYNE]

That would be a loaded question. Without have the same setup, there is no real way to tell. There are too many variables. But if you understand what a RONA is, then you want 0. Every RONA is a call that an agent failed to answer, and a caller will have extra time in queue (might not be much). And the supervisor should be trying to get his number of RONA down for his group.

 

[Mark568B]

David,

Thanks for replying to my question. You are correct, I am looking for how many times other call center agent's fail to answer.
I don't think configuration plays much of a role however on how many times an agent misses a call.

I think our call center is doing pretty well at about 50 per day for 300 agents.
It doesn't seem like something many folks want to talk about.
I assume other call centers are much worse!

 

[Stinney]

Almost 20% of your calls RONA. No, no, no, no. I wouldn't be happy with that.

There really isn't a good excuse for a RONA. It means that an agent ignored taking a call on purpose or walked away from their phone while they were in a state of ready and didn't put themselves in AUX or ACW.

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[smokinjoe2938]

More call center training may be in order for that many rona calls!!

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[Mark568B]

Stinney,

It's not 20 percent. We have 300 agents that answer over 3000 calls a day.
I think that's 1.67 percent Rona's.

So, back to my orginal question though which still has not been answered.
How many RONA's does your call center get? (and how many agents do you have?)


Thanks