CallCentreVoice Topic Task Performance

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Matthew Norman on 4/10/2011 19:57:58.
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Matthew Norman
MI Analyst
Equity Insurance

13 posts
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Task Performance  [4/10/2011 19:57:58]

I work in a call centre where around 40% of the work is off phone tasks and 60% phone calls.

I am trying to come up with an accurate way of measuring task performance for agents taking in to account any time spent on the phone.

The target is set at 10 tasks per hour.

I have the following information on agents daily:

Tasks Cleared (Number)
Calls Answered (Number)
Logged In Time (Time)
Total Talk Time (Time)
Wrap-up Time (Time)
Activity: Meeting (Time)
Activity: Training (Time)
Activity: Personal (Time)
Activity: Claim Handling (Time)
Activity: Other Admin (Time)

Can anyone advise of a good way to do this.

My solution was the following calculation to give average tasks completed per hour:

= Tasks Cleared / (Logged In Time - Total Talk Time - Wrap-up Time - Meeting - Training - Personal - Other Admin)

Appreciate any advice.

Matt

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Matthew Norman
MI Analyst
Equity Insurance

13 posts
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Help!  [5/10/2011 13:58:03]

Anyone?

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Dave Appleby
WFM & Business Telephony Manager
Healthcare Insurance

1566 posts
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Matthew  [6/10/2011 07:57:30]

Check the little Mail tab at the top.

What phone system are you currently using?

Might be able to help

Regards

DaveA

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Matthew Norman
MI Analyst
Equity Insurance

13 posts
0 friends welcomed

Performance  [7/10/2011 11:52:04]

Hi Dave,

What do you mean by check the mail tab?

Don't have the exact system details however we use Symposium Contact Centre 6.0.

Thanks

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Trent Anderson
Client Support Manager
Major Insurance Company

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Top-Right  [11/10/2011 00:30:55]

Top right -> Mail tab next to help.

The solution you posted is basic but doable. Have you thought about trying it for a month or 2 and seeing what figures you get from it?

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Matthew Norman
MI Analyst
Equity Insurance

13 posts
0 friends welcomed

Performance  [11/10/2011 15:54:58]

Hi Trent,

I would like to trial it but unfortunately I have to convince people before I can do this.

Thanks

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John Falton
Call Center Manager
Ignite

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Good start  [29/10/2011 06:42:02]

Your current information is actually a fairly good start. All call centers have some adjustment period. I don't see anything topically wrong with what you have as a working base and then going from there making adjustments as you go.

Is that possible?

Our call center is around 50/50 on our 2 off months and 90/10 on our busy months phone/other projects. I know what you mean. It is very difficult to track.

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