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10-22-2001, 01:37 PM
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associate stack rankings
Does anyone currently use a type of "stack ranking" reports or statistics in order to monitor productivity from one associate to another? If so, what variables beyond number of calls answered do you use? Is there a formula for determining the productivity of one associate to another? I would like to see associates rewarded for being a top performer.
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10-23-2001, 06:48 AM
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how to measure your productivity
It is probably not wise to grade your inbound agents on the number of calls they handle. An agent cannot control the number of calls delivered to his or her desk. That is the job of the call center manager.
It might be more effective to measure the agents ability to handle each call (AHT) and meaure that against thier Quality (the ability to handle all the tasks of each call) If you would like more information on how to increase productivity while enhance the customer experience, drop me an email.
__________________
Andrew Bates Sykes Enterprises andrew.bates@sykes.com T:732-294-9478
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