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.