Call Center Shrinkage Due to Coaching
This PDF report includes benchmarking data (in a visual, chart-based format), an comprehensive KPI definition, characteristics of high performers and technical details on measuring Call Center Shrinkage Due to Coaching. Purchase and download this easy-to-understand, presentation-ready report immediately to compare performance levels, set attainable performance targets, and push towards best-in-class performance for this KPI.
What is Call Center Shrinkage Due to Coaching?
The number of minutes that call center representatives spend off the phone and unavailable to accept calls as a result of being coached by managers as a percentage of the total amount of time scheduled for work over the same period of time.
Why should Call Center Shrinkage Due to Coaching be measured?
This metric measures both the productivity of the organization's workforce, as well as management's ability to monitor how effectively employees are using their time. Through granular analysis of employee time use, management is able to identify lost work time and determine methods to improve capacity. A larger than intended amount of work time lost to coaching may impact organizational capacity, as well as employee productivity, work quality and service levels.
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