What measures for productivity/efficiency do YOU use...

[Tony]

I administer the dialer system (Divine) in a major banks collection dept.

I wanted to know what measure you all used.

I have advocated for RPC/FTE...

...however upon reading an article by Sandeep Gulati & Scott A. Malcolm, " CALL CENTER SCHEDULING TECHNOLOGY EVAULUATING AND SIMULATION"...I have realized that a more refined measure of efficency is # of Calls/RPC

i.e.
140 calls w/ 50 RPC, then your INTENSITY (the name of the measure) is 2.8

with a figure closer to 1 as being more efficient


i.e. everyone hopes for 100 calls w/ 100 RPC, resulting in an INTENSITY of 1.


WHAT MEASURES DO YOU USE? as I want to get further insight into how we can push for further productivity & efficiency.

Also I have started to break down the RPC's in per 30min intervals, which (once I have enough data for each day) will hopefully allow me to see a trend so as to know when to set shifts, let ppl go home, bring in more ppl...


any insight or comments?


much appreciated.


Tony.

[Tony]

ttt