CallCentreVoice Topic Calculating the productiveness of new recruits

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Nigel Cunningham on 11/5/2011 06:29:49.
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Nigel Cunningham
Workforce Planner
QSuper

4 posts
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Calculating the productiveness of new recruits  [11/5/2011 06:29:49]

Hi Everyone

I'm wondering if anyone has a way of calculating the productiveness of new recruits in an inbound contact centre.

If for example we have 13 new staff, training completed, they're out on the floor with only one skill out of four assigned. We've been debating that these new agents will not be as productive/effective as a fully skilled agent hence not a complete FTE but does anyone know the estimated % of FTE they would contribute?

I hope this makes sense.

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Pamposh Raina
Sr.Manager -Workforce management
American Express

71 posts
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Learning Curve  [11/5/2011 11:00:44]

Hi Nigel,

You will have to determine the Learning Curve for the new recruits. Your CMS reports or time and motion study will help you determine that.

You may want to observe and record weekly productivity gain for these agents to determine in how many weeks do they become fully prductive or equal to a FTE.

for e.g if a vintage agent takes 50 calls a day at an AHT of 5 mins per call.

you may compare the new recruits data on each week against this becnhmark to determine %FTE

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Dave Appleby
WFM & Business Telephony Manager
Healthcare Insurance

1566 posts
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Little extra...  [12/5/2011 08:31:31]


Nigel,

It may be worth looking at the drop in FTE availability
in the experienced agents as they assist / buddy / coach
new ones.

Regards

DaveA

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Nigel Cunningham
Workforce Planner
QSuper

4 posts
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New recruits....  [23/5/2011 06:21:04]

Thanks guys, I've been away but thanks for your info.

Cheers
Nige

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