Call Center Employee Related Queries

Call centers and BPO are operations with intensive focus on employees. The long work hours, irregular shifts, high work targets etc. can bog down an employee. If the employee related queries are not assessed and solved, the turnover rate of the call center will continue to be high. The issues of call center employees might […]

Adherence Measurement for call center agents

Adherence measurement factor, or signed-on time, is a measurement of how much time an individual is available to handle calls versus the time he or she was scheduled to handle calls. If adherence factor is 85%, a rep would be expected to be in adherence 0.85 x 60 minutes, or 51 minutes on average per […]