And call quality is usually about things like talk time, saying the customer's name properly, making sure you upsell. Rarely do they look at first call resolution, for example.
And yet, focusing on those KPIs misses the point of why the agents are there in the first place. Having management spend so much of their resources on this means there are far fewer resources to focus on the job at hand: how to meet the customers' demands and maximizing profit. Meeting the KPI becomes more important than doing that job. Sure, we've got AHT down, we're accurate on staffing levels...but we aren't effectively dealing with what the customers need.
Just because there *seems* to be an objective benefit to knowing the number of available agents doesn't mean that knowing the number benefits your company.
Measuring how long an agent is on the phone with a customer is not related to the value of that time. A short call may seem better, but could actually cost the company more money.
A minute by minute tracking of management would reveal, in many cases, how little they contribute. A minute by minute tracking of "others" often over looks the value of those minutes.
Availability of management is important. If you're not tracking what they do, how do you know if you have enough management, and if they are making effective use of their time?
Slashdot Mirror
sorry, must have been a typo...
Steal it from the photocopies. Just remember to copy the last sheet if you need more.
He never really worked here before
And call quality is usually about things like talk time, saying the customer's name properly, making sure you upsell. Rarely do they look at first call resolution, for example.
And yet, focusing on those KPIs misses the point of why the agents are there in the first place. Having management spend so much of their resources on this means there are far fewer resources to focus on the job at hand: how to meet the customers' demands and maximizing profit. Meeting the KPI becomes more important than doing that job. Sure, we've got AHT down, we're accurate on staffing levels...but we aren't effectively dealing with what the customers need.
BaSTINGA!
FF 10^100 = google chrome
See also "Black Swan Farming" http://paulgraham.com/swan.html
Just because there *seems* to be an objective benefit to knowing the number of available agents doesn't mean that knowing the number benefits your company.
Measuring how long an agent is on the phone with a customer is not related to the value of that time. A short call may seem better, but could actually cost the company more money.
I want someone to clean up before me.
Gravity works backwards down there too, so it pulls them up, which is down.
But ignores pizza
Press SQRT(-1) if this annoys you.
A minute by minute tracking of management would reveal, in many cases, how little they contribute. A minute by minute tracking of "others" often over looks the value of those minutes.
Availability of management is important. If you're not tracking what they do, how do you know if you have enough management, and if they are making effective use of their time?
They should use the same methods for tracking management and the employees.
Imagine a Beowulf cluster of them.
The govt, by virtue of its actions, it promoting sedition.
too SMALL to trap a virus?
Why? What did it say?
Wasn't there are a US trade embargo against Cuban and his cigars?
and depending on your zip code.
Peanut butter is expensive.
Using it to snoop on the owners or other users is wrong. Using it to get to the internet, not so much.
oh, yes. And what a wonderful web it was.