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Productivity Setting for Call Center Process

Six Sigma – iSixSigma Forums Operations Call Centers Productivity Setting for Call Center Process

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  • #53861

    ghimiray
    Member

    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

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    #191665

    Strayer
    Participant

    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.

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    #195862

    Sheldon
    Member

    What sort of productivity are you trying to measure?

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    #195867

    Darth
    Participant

    @sheldon18 Because you are obviously new to the Forum I will give you friendly advice rather than blast you. It is recommended that before you go on a rampage of responses you might want to check the date of the last post. Your big parade of posts were for threads one to two years old!!! If nobody has responded to them in that period of time, it it likely nobody gives a SXXT so don’t waste your time. You took up a lot of space with meaningless posts. Check the most recent posts and feel free to jump in and contribute but stop posting to very old ones.

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    #195869

    Sheldon
    Member

    @Darth the wonderful thing about a forum is it is a repository for the purpose of the exchange of information, there are no time limits on when can and can’t exchange said information. Who knows maybe someone will find my response helpful in two years down the road. I appreciate you being concerned how I manage my time but to be blunt if I don’t mind how I waste my time, you shouldn’t either :)

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    #195870

    Mike Carnell
    Participant

    @Sheldon18 Darth offered you some advice which he stated very clearly in the first sentence of his post. There is really no need to make a big deal out of accepting or ignoring his advice. Some of this stuff you just have to walk away from. I haven’t asked Darth directly but I am guessing he isn’t really concerned with how you spend your time – he was just trying to be affable.

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    #195871

    Sheldon
    Member

    @Mike-Carnell I don’t see the point for @Darths response, I found his approach to be condescending. The old saying applies here, No harm no foul. My intent was to exchange thought on the topic, if my tardy reply to some older threads were a violation of forum rules, I apologise for that.

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    #195872

    Mike Carnell
    Participant

    @Sheldon18 You didn’t violate any rules on this forum that I am aware of. No apologies necessary.

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    #195874

    Darth
    Participant

    @sheldon18 One of the keys to being “useful” on this forum is the establishment of credibility and knowledge. In your post above on Sept 8, 2013 you responded to one from August 7, 2011 with a simple question posed back to the original poster. Do you really believe that the nature of your response was such that he was just hanging around waiting for your answer? You weren’t contributing knowledge just showing that you hadn’t bothered reading Strayer’s post. No problem resurrecting a thread if you feel the topic is pertinent. But you lose credibility if you don’t even take the time to read the time dates. I am only suggesting that if you want to truly contribute then establish your knowledge and credibility so we can all learn from your knowledge and experience, whatever that is.

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    #195884

    Kimmy Burgess
    Participant

    To improve productivity in call centers, you need to have excellent customer service, understand the process well and have the latest technology required to support it. Well-maintained infrastructure with facilities are also needed along with efficient employees.

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    #195887

    Chris Seider
    Participant

    Nice platitudes Kimmy..geez. It’s hard to take you seriously when you are obviously hawking product. Hmmm …my two cents.

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    #195902

    Darth
    Participant

    @cseider I hope you didn’t get those 2 cents as a payday loan. You will owe $12 by next week.

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    #195903

    Chris Seider
    Participant

    @Darth …. the humor passed me up… I don’t have a PhD :)

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    #195913

    Darth
    Participant

    @cseider You were responding to Kimmy, you said 2 cents, her business floats payday loans, they charge very high interest rates……Now do ya get it????? Have a good weekend.

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    #195915

    Sheldon
    Member

    @Darth … I’m guessing your PhD is not in comedy … ;)

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