Quote:
Originally posted by y_aurich
That's Simple,
You can use a spreadsheet that you will use as an Sign In Sheet, when the Rep come you will write that down, when the rep finish his or her shift (early) then you will log that time. as a Log Out.
First you must use and SPH (Sales Per Hour) calculation that way you wont have problems.
Sample.
I came today at 9:00AM
I left at 2:00PM because i have a doctor appointment.
I worked 5 hours and i have 10 contacts for that period. my formula will tell me that my production is:
10 Contacts/ 5 Hours = 2.0 SPH simple as that !
But the next day i come at 9:00AM
I left at 3:00PM (as regular shift)
11 Contacts/ 6 Hours = 1.83 SPH
SPH is the best solution for your problems, if you want i can send you an spreadsheet just let me know ;)
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Thank you for the spreadsheet offer. Figuring the hours worked is fairly simple as you stated. Management does have call center software that might be able to do this automatically(I'm not sure what the program is called and haven't even seen it).
My real issue is this......Why would anyone want to calculate productivity in the manner in which this company is doing so? Is there any benefit at all? Are we in HR right to be concerned at the way the CSRs are being managed? With over 200 CSRs at each of 3 different facilities (600 CSRs total) we are getting calls weekly about failure to meet productivity and diciplanary actions being given unfairly.
Management was very vague about supplying us with the info we needed to investigate and we've just had the method finally confirmed. It wa slike pulling teeth. I formerly managed a call center myself and have a difficult time understanding how this method of measurement could be considered fair. Are we in HR overlooking something or is this the disaster I think it is?