Call Center Shrinkage Due to Coaching

Call Center Shrinkage Due to Coaching

KPI Details

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.

KPI Definition

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.

KPI Best Practices

• Well-rounded training programs for representatives to minimize manager coaching
• Clearly communicated objectives and expectations for representatives
• Standard call scripts for representatives to follow during calls

KPI Calculation Instructions Call Center Shrinkage Due to Coaching?

Two values are used to calculate this KPI: (1) the amount of work time (measured in minutes, rounded to the nearest tenth) lost due to informal coaching sessions, and (2) the total amount of available work time across all of the organization’s employees during the measurement period. The amount of work time lost should be considered to be the amount of time call center representatives spend off the phone and unavailable to accept calls. Include only informal training sessions (includes time spent on silent and side-by-side monitoring), in this calculation. Total available work time should be defined as the time the organization has scheduled, during business hours, for employees to perform work activities. To calculate the total amount of time available for work during the measurement period, first identity the number of hours employees were scheduled to work during the period; then, multiply that value by 60 to convert to minutes. For full-time salaried employees, use a standard 8 hour work day for this calculation (e.g., 10 salaried employees working 8 hours per day equates to 4,800 available work minutes per day). Do not include formal training sessions, or courses, in this calculation. Side-by-side monitoring should be considered to be any instance where a call center manager or trainer sits at a representative’s work station and listens to a call alongside the representative, providing immediate feedback once the call is completed. Silent monitoring should be considered to be any instance where a call center manager or trainer sits in a remote location and listens to a call without the representative’s prior knowledge.

KPI Formula :

((Sum of Work Time Lost Due To Coaching) / Total Available Work Time) *100