Incidence Based Productivity Forecasting

[Moderator]

Hi,

I am working in a callcenter. We have a lot of projects that we look after. Since the past month, one of our projects have changed its billing pattern to incidenve based (payment is made on number of chats done). Before it was for Per hour agent login and number of chats which amounted to $ 2.55 which is now reduced to $ 0.75 per incidence. I would like to know how many chats will I have to do in order ot achieve the same amount of money with $ 0.75 per chats.

Any help would be greatly appreciated. I can be contatced at mgeorge30@hotmail.com

(Previously posted on the old Forum - Moderator)

[deadriaw]

What is the average amount of time needed to complete one chat. I know some chats may be hours, however some only take a few minutes. What is your current average. This number is needed to calculate how many chats must be dome to equal your previous rate.

DeAdria Wright
NE Area Scheduling Supervisor
united060901@aol.com

[moby]

Hi,
Thanks for the reply. The current average whic is ongoing is anywhere between 18 to 20 mins per chat. If you could also in detail explain the procedure of calculating the same, I would be gratefull.

[deadriaw]

At the rate of $2.55 per hour, your team was getting paid about $0.85 center per chat for an average of 20 minutes per chat.

1 hours (60 min) divided by 20 minutes (avg time per chat) = 3 chats per hour.

$2.55 per hour divided by 3 (chats per hour) = $0.85 per chat.


In order to receive the same $2.55 per hour rate by earning $0.75 for each completed chat your team would have to complete 3.4 chats per hour.

*Note $0.75 now equals 1 chat.


$2.55 (old rate) divided by $0.75(new rate or one completed chat).

In an 8 hour shift each person would need to complete 27.2 chats. (3.4 chats per hour x 8 hours)

I hope this helps.

[moby]

Hi Deadriaw,

Thank you very much for the reply. It does help me and I am very gratefull for it. Just an FYI, we work for 7.5 hours in an 8 hour shift and 7.5 hrs is taken as the billing hsr for us by the client.

Thanks once again for the information.