Hours Of Work Per-day

[hassana]

In my organisation the working hours extend to Seven and half hours per day.I want to know if this is the standard and if it is not how does working this hours of work affect the performance of the agents in an environment where the rate of call per day taken by an agent goes above 250?

[dreamer07]

well in an enviourment where the agents are taking abt 250 calls if the calls inbound then extension of half an hour as i see for a shift of 7 hrs is quite alrite but then not to be made a habit of as it starts demotivating the agents on the floor but then that depends on the replacement in the next shift if any due to delays in transport or absentism. In an envoiurment of outbound / inbound scenario purely based on sales the picture is usually different as it is based on the number sales expected of the group for which also sometimes extension is fine but then spot incentives at times also help which could be anything from a chocolate as silly it maysound but is true or could be cash casue it pushes people to perform more and get cash but then remember to check the reports throughly as to the type of calls taken if calls are getting dumped.
Agents can prove to be smaert too have faced this hence can answer it well anyways all the best.

[tarunpuri]

Hi Hassana,

I agree with what Dreamer07 has written here, what you are saying here is that your AHT is about 1.8 minutes.

One thing is for sure, 250 calls a day per agent is not less, stress would certainly be high. Since i do not know any stats for your center can't say much, hope you have a good Quality% going in your center as far as your client is concerned.

As i have seen that with increasing stress level (increase in the number of calls) agents tend to compromise on things which can really put the program in jeopardy, so it is extremely important to ensure that the extension thing does not become a habit / does not happen frequently.

Im sure that the extension of the shift is not more dear to you than the account itself. See if you could hire some extra agents to divide the volume amongst all with some idle time, i would say 85% utilisation should be a good benchmark (besides the scheduled breaks they have).

As i am a firm believer of the principle "Successful teams build successful organisations"...Invest in your people.

Hope this helps.

Regards,
Tarun Puri
Email : tpuri@rediffmail.com
Mobile : +91 98111 41111