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Efficiency
Management here is cracking down and trying to gauge efficiency based on number of calls taken and that's it (oh my god you are thinking) - no consideration for the type of calls taken and no appreciation of call centre dynamics either.
i know there are many calculations out their to effectively manage effiency rates of agents/consultants - however, I can't remember then -
Does anybody have an ideas on this for what works and doesn't work...?
Cheers
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