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How to calculate productivity of people and efficiency of their productivity in contact center on all employees and management levels?

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Question ajoutée par Ahmad Samir , Director , Telecom
Date de publication: 2013/12/02
Mohammad Tohamy Hussein Hussein
par Mohammad Tohamy Hussein Hussein , Chief Executive Officer & ERP Architect , Egyptian Software Group

Conceptually, productivy is mesured by the number of units produced in a unit of time and effeciency is mesured by comparing productivity figures to the standard ones for the job.

In call centers you usually measure parameters like number of completed calles, number of problems resolved in the first call, number of un answered calls, & averag duration of the calls.

Majid Alotabey
par Majid Alotabey , Vice President for Operations , Ink Products Company Ltd.

Theoritcally productivy is mesured by how many units are produced in a certain time.

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