vinay ghimiray @vinay.ghimiray  Reputation - 0 Rank - Aluminum |
Would like to know the formulae for the “productivity setting” in call center environment i.e. The process is more of the not tracked productivity with no time tracking for individual tasks when using formulae as Mean+- Normal Variate(1.95 CI) *SD/Root of N, it does not give the real picture as data for all sub processes are not normal due to which the target setting is coming right. Please help me to solve this… Vedant |
Don Strayer @Straydog  Reputation - 11 Rank - Aluminum | The real problem with call center productivity metrics is that we tend not to measure the right things. What gets measured gets done. If we measure number of calls taken over a period of time or amount of time to complete a call, people tend to be short with customers. If we measure time to closure, people tend to close calls even if the problem is not resolved. What we really need to measure is customer satisfaction. This can be done by simply asking the customer at the end of the call, by measuring wait time before the customer got to speak to a representative, and by measuring percentage of dropped calls — the customer got tired of waiting or frustrated with wading through the automated options. |
August 6, 20110
