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reporting to show performance per shift/sup and also have agent ranking for each shift
Use current Avg. to create benchmarks and goals
Create an incentive program that goes beyond just weekly bonuses/commission. (NOT A SALES ENVIRONMENT!!!!!)
Cost per billable hour - use the money saved from reducing the need for OT or attrition/training/marketing cost for incentives.
Manage teams based on CPBH in conjunction with KPIs
We need to create internal KPIs. Too often we are only managing by what the client has given us as an expectation.
The system is broken. Marketing/Recruitment/Training and OPS is dropping the ball all along the way and everyone is playing catch-up or being reactive.
OPS and training are the same things no need for separation. To avoid inconsistencies and the 'blame game' we merge these two departments/sectors into one.
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