Understanding HR Issues in call center industry

Call centers is a comparatively new development made possible due to the dissemination of information technology and telecommunications. Call centers help firms to cut down costs on local service outlets by catering to customers from even far-off locations. BPO industry in India is booming with the promise of more new jobs for the Indian market. […]

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 […]

Qualitative Measurement in call centers

In most call centers, qualitative measurement criteria, which focus on knowledge of products and services, customer service and call handling skills, and the policies of the organization, continue to become more refined and specific. Most use some form of monitoring (silent, with a beep tone, side by side, or record and review) to evaluate individual […]

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 […]

Calls Per Hour Is Fading

Traditionally, calls per hour have been an almost universal productivity measurement. In fact, many call center managers have viewed calls per hour as virtually synonymous with “productivity”. Sure, there have always been concerns about sacrificing quality for quantity. But, in practice, calls per hour has been the preferred benchmark for establishing productivity standards, comparing performance […]