How To Test The Actual Work Rate Of Customer Care Representatives?

The actual work rate: a test, such as customer service representatives are planned, as in their method of on the job.


The actual work rate calculation is a percentage, which is equal to customer service representatives to sign into the system prepared to answer the phone (actual time) divided by customer service representatives to answer the phone according to plan should be the total time, and then multiplied by 100. The percentage of the actual work rate data are usually from the ACD, and should be every day to make a report, according to weekly and monthly tracking.

I have worked in the operation of a project to make outbound test: Each customer service representative of the actual work the best rate should reach 92% or more. If the employee is the actual work rate below the set targets should be investigated and I will provide the elements that should be taken care of on next post.

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