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Calculating Agent Productivity Messages in this topic - RSS

Guest


4/1/2002
Guest
I'm looking for a manual way to calculate phone representatives' productivity. (Talk time x scheduled time x accountable time, etc)

- Kathy Klingberg
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Guest


5/1/2002
Guest
Calls answered times minutes per call (planned or group average) divided by total time on the phones.

- John Walsh
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Guest


5/1/2002
Guest
The number of phone hours to paid hours can be used to measure productivity. So, the simple calculation in a telesales/service environment is phone hours divided by paid hours. The goal or objective is 72%. To get at your phone hours you would need to subtract out any offline activities such as training, vacations, sick, meetings etc. The paid hours are equal to the number of hours less paid breaks and/or lunches.

- Chris Smith
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Guest


5/1/2002
Guest
We use a measure called true calls per hour. This metric normalizes the calls handled for agents with different schedules (part-time vs. full-time, day vs. night, etc.). The formula takes the total number of calls handled and divides by the difference between sign-on time and available time. For our center, we typically target a range of between 20 to 25 true calls per hour. This step is combined with our quality component so there is a balance between quality of interaction and the number of interactions handled. Numbers may differ depending on your call volumes, call duration, etc. to determine the appropriate range. Our program was adapted from a book entitled Building A World-Class Inbound Call Center by William Durr. Check out chapter five.

- Jeff Theiler, Hancock Bank
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Guest


6/1/2002
Guest
I wanted some additional information on the Real Time calculation as described here from the submitter (in the last edition of QueueTips), if possible: "We use a measure called true calls per hour. This metric normalizes the calls handled for agents with different schedules (part-time vs. full-time, day vs. night, etc.). The formula takes the total number of calls handled and divides by the difference between sign-on time and available time. For our centre, we typically target a range of between 20 to 25 true calls per hour. This step is combined with our quality component so there is a balance between quality of interaction and the number of interactions handled. Numbers may differ depending on your call volumes, call duration, etc. to determine the appropriate range. Our program was adapted from a book entitled Building A World-Class Inbound Call Centre by William Dorr. Check out chapter five. -- Jeff Theiler, Hancock Bank" When they state that they take the total number of calls handled do they mean queue-wide or per staff member? So would this mean...Agent Suzie answered 30 calls in her 8 hour shift on the phone...she was available 7 and a half hours and was logged in for 6 hours? We have idle time (when agents are logged in and no calls are coming in) not ready time (where they elect to go on not ready to go to the washroom, etc.) and log in and log out. I am asking so many questions as I think that this could be the missing link here in our contact centre as quality is the overwhelming focus and not quantity and we deal with a highly specialized and technical product that makes forecasting and scheduling very difficult. Any additional information on this methodology would be appreciated as I would like to do a few calculations here and see what come out of it.

- Anna Foat, Research in Motion
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Guest


6/1/2002
Guest
We call our agent productivity measurement "Time Utilization." We used to use "Calls Per Hour" but found it was perceived very negatively by the agents. Some agents would keep count each hour of how many calls they had taken. If at the end of the hour they hadn't taken as many calls as the standard was set for, some would even disconnect calls as they were presented in order to meet the standard. When we made the change to Time Utilization, we emphasized average handle time over calls per hour. We calculate average handle time as the sum of the week's talk and wrap minutes divided by the number of calls handled for the week. Once we get an average figure in minutes, we match it to a percent on a rating scale that was formed by doing time studies.

- Alex Lawrence
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Guest


7/1/2002
Guest
We have a relatively small call center (40 agents) and receive approximately 1400-1600 calls per day. We have come up with a calculation called 'Working Time' which is a formula that tries to eliminate the focus on number of calls handled by agents in order to reduce hang-ups, poor service, etc. and focuses on time available and talk time. The formula is relatively simple: Talk Time + Available Time + Wrap-Up Time (predetermined and consistent for all agents) / Total Time (Login to Logout) This figure, in a percentage format, will give you a rough idea of how productive that individual is with a several caveats: If they receive incoming personal calls, the figure could be higher than reality. If an agent manually presses their 'wrap-up' button on the phone, it provides an alternate way to achieve an 'AUX' status where they cannot receive any incoming queue calls. If the agent was out of the office more than other agents for that period of time (vacation, sick, etc.), they may achieve a higher percentage.

- Melinda Thompson
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Guest


3/3/2006
Guest
Agent Productivity :

(Total Talk Time + Hold Time + After Call Work + Available Time) - Aux Time / Total Staffed Time *100

- Charanjeet
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Guest


1/25/2007
Guest
You have the answer already. Back into your formula and it will set a "standard" for you. Said "standard" will be for your particulars only. Always allow a little "breathing room" and you will soar!

- Anonymous
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Guest


2/9/2007
Guest
We have set standards for our member service (80% with 74.99% minimum) and lenders (70% with 74.99% minimum). We calculate this with the following formula.

Talk Time + Available time / work time - exceptions

I figure I pay my team to talk with members and/or be available to talk with members.

The first part denominator is the same for all full time staff (number of work days in a month * 450 minutes - 7.5 hour work days). We then take out work exceptions (vacation, training, difficult member issues requiring them to be off phone for extended period of time...).

Example:
Member service rep has 7900 minutes of talk time during month – 800 minutes of availability – 9600 minutes work time and 1400 minutes of exceptions
7900 + 800 / 9600 + 1400 = 79.09% productivity -- with having a goal of 80% = 79.09% / 80% (goal) = 98.8% payout

We have tested this for 2 years now and have had very successful results.

- Les Boothby, Elevations Credit Union - Colorado
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Guest


11/8/2010
Guest
What if the size of the call centre is only 10 - 20 seats - is there any difference while setting the ultilization and ACW target?

- Anonymous
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