May 05, 2008
We recently changed our performance reviews in our call center from a quantity based indicator to a percentage of productive time on the phones. This went well for the first month or two, but now it seems like our talk time has skyrocketed. Does anyone have a formula they use for performance of call center agents that incorporates both quantity and percentage of time in a "Productive" mode on the phone? -- Jeff Weiss, Laclede Gas Company
– Jeff Weiss
