Q: I have a question about Benchmarks in CE. What is the average # of phone calls does a "typical" CE dept handle per day per person?

A: There is no benchmark for a typical CE department because there are too many variables. For example, how effective is your website in answering questions? How easy is it for web users to find answers to key questions and navigate to registration content? What customer service functions can be completed online?  Given the pervasiveness of the Internet, it is difficult to address the question of phone calls, since this will vary widely based on how completely a department has embraced technology, the size of the community served, and other factors. However, there are some guidelines that may be helpful:

1. Phone staff should be able to handle multiple incoming calls. There are specific protocols for managing more than one call at a time, and your staff should be trained in how to do this.

2. Frontline staff should be able to answer questions completely and knowledgeably without having to transfer calls except under unusual circumstances.

3. Front line staff should be trained in how to determine the purpose of a call, the appropriate response to the caller, and when to transfer the call to someone with more information.

4. Frontline staff should be given the authority to resolve typical complaints, including refunds and withdrawals in a way that is satisfactory to the caller and efficient for the organization.

5. Front line staff should answer pleasantly, and interact positively with callers. They should know how to offer alternatives when a caller asks for something that is not available or cannot be directly accommodated.

6. All phone calls should be returned within the same business day.

7. Callers should be told when to expect a return call if they have to leave a message.

8. Front line staff need to follow up with their supervisors when important callers have tried to make contact to make sure the messages are received.