Time to competency is defined as the time to achieve the target performance level. The key metrics are applied across the team thus comparing the performance card of new team members against target KPI’s or the average performance of the team. In service desk environments measurement of service agent competency is often using service delivery metrics or KPI’s obtained by the call handling or CRM system. Speed to competency metrics also highlight the core costs associated with providing a competent team to service inbound call load. This helps with planning and budgeting during changes in workload, centre integrations and consolidations. What Speed to Competency Measures can Tell YouĪt the same time the metric will inform on cost of employee attrition and the cost associated with recruiting and assimilating new employees into the organisation. The rationale is that with a defined and repeatable metric, the effectiveness of employee induction and training programmes can be compared and improved. ![]() ![]() In discussions on service agent “speed to competency” the focus is often on the definition and measurement. In fact knowledge management tools offer the opportunity to become proactive and redefine the speed with which new employees can achieve competency. ![]() By taking advantage of knowledge management tools, service delivery managers can track and substantially improve speed to competency. Is increasing speed to competency in a contact centre environment about measurement or action? Maybe it is about a bit of both.
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