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Call centers have access to large volumes of information including customer data, workforce management, and performance metrics. Among the various metrics or Key Performance Indicators (KPIs) that one can track in a call center, KPIs such as login time, received calls, hold time, after-call wait time, scheduled breaks, sales performance, transfer rate, and operational cost… read more →
Schedule adherence is a call centers metric that tracks how well an agent follows a set schedule. The formula to get this key performance indicator (KPI) is to calculate “the amount of time an agent worked… [divided by] the time they were scheduled to work. This includes call time, after call wrap, and scheduled activities… read more →
We’ve all used John Ray’s adage, “Haste makes waste” to demonstrate that doing something too quickly causes mistakes and results in the waste of time, effort, and materials. And we’ve all experienced situations where we were asked to “work faster” only to subsequently face quality problems. Similarly, many organizations who strive to eliminate waste… read more →
A common challenge that Trindent tackles in financial services engagements is rework caused by excessive processing, an inefficiency that results from an attempt to artificially create quality control. Quality control is a vital part of any service or product, and as such, should have its own established process, system and behavior component. Relying on… read more →
Previous articles in this series dealt with the challenges of identifying outdated and inefficient processes, the effects that suboptimal processes have on the profitability and competitive position of a company, as well as some of the tools that can be used to identify and improve those processes. But what happens once you implement those improvements? … read more →
In today’s digital age, the real estate that businesses pursue is not property, but attention. We live in an era of information and distraction, with myriad points of stimuli constantly competing for our attention. Nowhere does this have more impact than in the workplace where its effect on productivity can be significant. Not All… read more →
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