12/31/2023 0 Comments Bpo meaning in call center![]() ![]() Occupancy – This metric is an important metric for management, because it gives them a percentage for how much of their resources are being used. Many people within the industry don’t know the difference between service level and response time. Including the number of contacts handled over a certain time period – Never do this for service level-based contacts. The three common metric mistakes that contact centres make are highlighted by Daniel Ord below: There are many metrics that some contact centres use in their advisor productivity calculations that may offer a false representation of how hard individual team members are working. “This also applies to live chat, with the understanding that some folks don’t incorporate the number of concurrent chats being handled, but that can be figured out.” The Wrong Way to Measure Productivity Productivity = 0.8(Schedule Adherence) + 0.1(AHT) + 0.05 (AUX Time) + 0.05(Service Level)ĭaniel adds that: “This is the correct approach to measuring advisor productivity for phone calls, face to face, video chat – any Service Level based contact. Taking this information, out of industry context, you can use the following equation to measure productivity, at an advisor level: When we asked Daniel for general weightings, for a customer service-based contact centre (without regard for industry type), he suggested: The weighting of each of these four elements in productivity calculations would vary somewhat depending on the industry and nature of contacts handled. So, it’s a “we’re all in the same boat” type measure. But, some contact centres base 5-8% of their overall productivity measure on service level because when service level works life is good and when service level doesn’t work life is not so good. Some service level – you can’t target an advisor against service level performance, as they don’t control service level.Some people like to break out auxiliary (AUX) time separately – no problem, but just remember AUX is nothing but a subset of Adherence to Schedule – so it’s a business decision, if you need to break it out. ![]() Some level of Average Handling Time (AHT) – this should not have a high weighting (0-15% maybe) on the overall productivity score, but this is something that some managers still want to include, just to let the team know that it’s something they look at.This is a metric that advisors have a high degree of control over. Adherence to schedule – this is always the ‘biggest’ ingredient – when advisors adhere, service level stabilises and that’s what matters.The Right Way to Measure Call Center Agent Productivityĭaniel Ord stresses that the weighting and formula of the following set of metrics will change, given the priorities of different contact centres, he said that typically there is a basket for productivity, at the advisor level, that comprises of: So, to measure advisor productivity, contact centres must look to use a set of metrics that does not include occupancy or calls per hour/day/week. An advisor’s “available rate” is dependent on call patterns and how well the contact centre is staffed, it is not a valid indicator of how well they are working. Jonty Pearce, Editor of Call Centre Helper Let’s do the math using an hour as time basis:īut those 9 minutes – spread over the course of an hour – come in bits and bursts.ĥ seconds here…42 seconds there…1 minute here and so on.ĭoes it really make sense to ask your Agents to try and handle other contacts at the same time during these fits & bursts of Available Time?”Ī contact centre is not a factory, so productivity cannot be measured by efficiency. If your Agent is 85% occupied for any given period that means, by default, they are experiencing a 15% available rate over the same period. ![]() So, at any point in time, your Team Members are either engaged in handling a contact or are waiting for a new contact to arrive. “In Service level-based environments, contacts such as calls, live chats and walk-ins arrive randomly. In his article “ One Myth of Contact Centre Productivity“, Daniel Ord, the Founder and Director of OmniTouch International, says the following: Yet, these calculations are based on staffing levels and your service level objectives – not how hard advisors are working. Too often people try to apply factory logic to contact centre productivity, by trying to measure calls per hour or by finding a percentage for occupancy. Don’t Use the Factory Definition of Productivity In this article, we look at call centre productivity and how to calculate productivity in the contact centre – looking beyond the traditional efficiency-based definition and efficiency formula in bpo. ![]()
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