The Purdue Page.Ask Dr. John The Purdue benchmark A performance test of hardware and/or software. There are various programs that very accurately test the raw power of a single machine, the interaction in a single client/server system (one server/multiple clients) and the transactions per second in a transaction processing system. research has been conducted since 1995. Purdue currently holds data for more than 5,400 call centers. To learn about how to participate in some of Purdue University's new benchmark research, please visit www.BenchmarkPortal.com. Q. For annual telephone agent performance reviews, I have a four to seven percent range to work with regarding compensation increases. Is this consistent with other call centers? John Wettlaufer A. On average and across industries, the performance increase range is from three to ten percent. Many call center managers are encouraged not to increase the annual compensation by very much, but instead give quarterly bonuses based on achieving very measurable goals. like calls per shift, attendance, occupancy, caller Caller may refer to one of the following:
see peplomer. " in calls and the employee's need to make more money. Q. Most call centers use something like 80/20 for service level. What is an acceptable service level for chat? Nina Westvold A. As I am sure you already know, a Web chat session is certainly a different customer interaction than a call. So far, our research into key performance indicators Key Performance Indicators (KPI) are financial and non-financial metrics used to quantify objectives to reflect strategic performance of an organization. KPIs are used in Business Intelligence to assess the present state of the business and to prescribe a course of action. (KPIs) for chat sessions indicates that customers are much less demanding of a chat session. I have witnessed an experienced agent handle as many as four chats simultaneously. From my observations, I think most chat users will tolerate tol·er·ate v. 1. To allow without prohibiting or opposing; permit. 2. To put up with; endure. 3. To have tolerance for a substance or pathogen. having their answers in one to three minutes "Three Minutes" is the 46th episode of Lost. It is the twenty-second episode of the second season. The episode was directed by Stephen Williams, and written by Edward Kitsis and Adam Horowitz. It first aired on May 17, 2006 on ABC. . DO un-used sick days accumulate from year to year? Respondents No 57% Yes 43% Note: Table made from pie chart Which human resource strategies do you have in place to minimum agent sick leave? Attendance is part of an agents performance evaluation. 81.25% We terminate agents with poor attendance. 67.61% We give special recognition to agents that have perfect 38.64% attendance. We reward agents financially when they have perfect attendance. 22.73% Other strategies. 21.02% We promote agents that have perfect attendance. 11.93 Note: Table made from bar graph RELATED ARTICLE: I have received several "Ask Dr. Jon JON Jonah JON Jesus of Nazareth JON Job Order Number JON Johnston Island, US, Outlying Islands (Airport Code) " questions regarding company policy on sick days for agents. In checking our benchmark database of best practices, it is clear from the graph on the left that almost half of all call centers allow unused sick days to accumulate Accumulate Broker/analyst recommendation that could mean slightly different things depending on the broker/analyst. In general, it means to increase the number of shares of a particular security over the near term, but not to liquidate other parts of the portfolio to buy a security from year to year. In addition, from the graph on the right, it seems that the most common strategy to minimize agent sick leave is to include attendance as an integral part of an agent's performance evaluation Performance evaluation The assessment of a manager's results, which involves, first, determining whether the money manager added value by outperforming the established benchmark (performance measurement) and, second, determining how the money manager achieved the calculated return . For a free white paper on minimizing agent turnover, please visit www.BenchmarkPortal.com/TMC. |
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