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Agent Login productivity

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Rakesh Pahil

Respondez

Agent Login productivity

Hi

I have just been trying to use the agent login productivity formula, but it just does not seem to be working out.

As per the previous forum the formula was.

AGENT PRODUCTIVITY
ATT - Average Talk Time
AHT = Average Handle Time
AWT = Average Wrap Time

L = Login Hours
P = Productivity
C = Calls

AHT = ATT + AWt

P = ((AHT * C) / (L*3600)) * 100

After applying this, the Productivity is coming to 151% (all above 100%)

Is this right or there is a mistake somewhere.

Thanks

Rakesh

13 Sep 2005 17:31:14

Dave Appleby

WFM & Business Telephony Manager

Healthcare Insurance

Rakesh

I'd check your numbers :-)

Using:
ATT=60
AWT=30
L=7
C=100

I get 35.71%

Seems to be working OK.

HTH

DaveA

14 Sep 2005 10:04:38

InDept Knowledge

Consultant

Call Center Consultancy

Productivity

Rakesh,
Please check on your number and the conversion you are doing from hours to seconds. That should solve and get you the right numbers

14 Sep 2005 12:59:46

Rakesh Pahil

Respondez

Agent productivity

Thanks Dave for your help. We did eventually figure it out.

19 Oct 2005 01:53:47

Rakesh Pahil

Respondez

Agent Productivity

Just had another question,

Would just like to know how would you determine how efficient is the agent taking the same parameters, Like AHT, No. of calls Taken and login Hrs just to figure out the efficiency of all the agents.

For instance agents taking same no. of calls hence same AHT, a few having a higher AHT. So how do we determine the efficiency of agents with different skills. The login hrs could and could not be uniform through out.

Thanks

Rakesh

19 Oct 2005 01:58:37

Closed Account

Efficiency

Re; Efficiency, I've not seen this metric used in call centres.

Efficiency is the capability of acting or producing effectively with a minimum of waste, expense, or unnecessary effort.

The question is what actually is less waste, expense or unneccessary effort in call centre terms?

Do we mean less time taken on calls? ie. reduce average talk time or handle time, less wrap time, or do we mean less waste in terms of repeat calls (this may require an increase in call length), less data entry errors (which may also require and increase in wrap time or training) etc etc. Furthermore any agent efficiency metric must surely have reference to the processes that the agent is engaged with eg is their computer slow, is their keyboard sticky etc?
Generally speaking any reduction in time spent may have an impact on call quality which may actually increase waste, expense or unecessary effort.

>>>So how do we determine the efficiency of agents with different skills?
Based on my answer above you might like to rephrase your question

19 Oct 2005 20:42:44

Rakesh Pahil

Respondez

Agent Efficiency

Hi

As per Daves Formula for Agent Productivity, It shows how busy a person has been. I completely agree with your answer that we are just taking about reduction in any one of the metrics. For Eg.

AHT Calls Taken Login Hrs Occupancy
Agent A 12.79 88 1266.04 89%
Agent B 29.88 41 1254.50 98%

A person Taking 41 Calls has a higher Occupancy rate; however the agent taking 88 calls is more productive in terms of metrics. Lets assume both have the same Quality.

Is there a way that we can figure the agent productivity/efficiency/performance.

I understand that there are a lot of factors that need to be considered when it comes to evaluating someone. I was just looking for something like the way we calculate Occupancy to measure efficiency.

19 Oct 2005 23:59:39

Rob Worth

Lean Process Consultant

Worth Solutions Limited

A better question

I agree with everything has said and I would like to go further. He suggests that you are asking the wrong question. I think not only are you asking the wrong question, you are asking a question that will make things worse, not better.

The question you should ask is, "How effectively is the system of work delivering against customer purpose?"

If you ask that question, you will find that all measures of agent "efficiency" fall away as not only useless, but detrimental to doing a better job.

20 Oct 2005 09:08:57

Closed Account

productivity/efficiency/performance

>>Is there a way that we can figure the agent productivity/efficiency/performance.

Productivity - is the question you asked Dave earlier - this metric is very common in call centres
Efficiency - is never asked
Performance - is measured using productivity figures, quality figures (monitoring, customer feedback and mystery shopping), sales figures, conversion rates, CPH, ASA etc etc.

So to take your question in more detail...
>>>>A person Taking 41 Calls has a higher Occupancy rate; however the agent taking 88 calls is more productive in terms of metrics. Lets assume both have the same Quality.

No, the agent taking 88 calls is taking more calls, the calls might be rubbish, they could be cutting people off etc etc. Occupancy has no quality metric attached to it. It is simply a measure of how busy the agent is - not how much quality they are putting into their work. Quality is measured by different parameters eg. monitoring, cust feedback and mystery shopping. You cant combine occupancy rates and quality metrics or productivity rates and quality metrics.

>Is there a way that we can figure the agentproductivity/efficiency/performance.
nt?

You see this is a poor question to ask becuase although an agent might have a high productivity rate (and apparently 'work' harder)this may be at the expense of quality.
You cannot measure quality and quantity adequately in one equation, they are very different parameters that dont mix.

I also agree with Rob. Its much better to examine how well your processes and systems are delivering against customer purpose. It doesnt really matter how productive your agents are if it takes 90 days to post the item they require.

20 Oct 2005 10:14:45