5 Things To Consider When Measuring Call Centre Productivity [INFOGRAPHIC]
Productivity is the measurement of the amount of work that is accomplished during a specific period. Productivity is an essential aspect of any workplace and is also directly related to the success or growth of the company or organisation.
Ideally, a company should have near-to-maximum productivity to take advantage of the time, effort, and resources allotted for the day’s processes. Idle times can be useful for certain periods to provide employees with rest and breaks, but it is still imperative that the business should strive to accomplish as much work as they can within the day.
In a call centre environment, a typical productivity measurement would be the calculation of the number of customers serviced over a specific time frame. But this cannot be used as data to form an accurate report for the organisation. A lot of other things need to be taken into consideration, and some of them have been listed below.
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