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Call Center Productive Cycle Time
Hi there:
I'm working on a Telecom company (providing AT&T services) down in Monterrey, Mexico which is called ALESTRA.
We have Call Centers in areas such as Customer Care & Help Desk...
What I would like to know is if there's a trend in the "Productive Cycle Time" of such areas. What I mean is that when a person has just arrived, his(her) productivity is high and keeps growing until a certain time (in Alestra's case, of up to 3 or 4 years) where that person's productivity began its slowdown (like a Normal Distribution)...
Can anyone out there would like to share his(her) experiences in this matter? Or related links where I can make a sort of "benchmark" and see if I need to redefine our actual Profile for the people we're hiring, their Compensation Scheme, ...?
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