Notes

USL - unscheduled leaves
SUPL - sanctioned unplanned leave
PL - planned leave

Shrinkage - Shrinkage basically is the unavailability of the agent as per his rostered schedule. It is of 2 types:
Planned and unplanned
unplanned means that when an agent is rostered but did not turn up. It consists of the absents and USLs
SUPL = Absent + Unscheduled leaves
Formulae is =(SUPL/Total rostered)*100

Planned means that when the leave of the agent is rostered in his schedule.

Formulae of the total shrinkage
=(PL+SUPL)/(ROSTER+PL)

Attrition

When an agent moves out of the system. He either resigns or is abscond from the
System.

Formulae

Attrition = __Total No. of agent Attired * 100
(Open Count + Closing Count)/2

average count =(Opening Count + Closing Count)/2

Attrition =(Total no of agents attired/average count)*100


Qualities of Good Team Leader

• Good Leader must be a role model; he must set examples first before he expects his team to do so
• He must be a good motivator.
• He must be a good co-coordinator.
• He must be innovative. He should not be afraid of failure and should always bring new ways of doing things.
• He must be good public relation man.
• He must be aggressive.
• He should have strong process knowledge and product knowledge.
• He must have strong analytical skills



Roles and Responsibilities of Team Leader

• Is approachable and offers support to colleagues on work problems
• Delegates responsibility and authority to subordinates
• Reinforces an environment of trust
• Gives people space to work (avoidance of micro-management)
• Demonstrates fundamental belief that everyone has talent and capability to develop
• Ensures that performance metrics/ graphs are shared with all
• Creates an ethical work environment
• Keeps people charged
• Demonstrates a ‘human touch’
• Retains high performers/high potential employees
• Provides incentives in terms of career planning and growth inside the organization
• Accurately assesses what people are capable of
• Utilizes MIS effectively
• Invites new ideas from peers & subordinates for better quality or Productivity
• Shows tolerance and consideration for others
• Shows concern for people’s problems
• Maintains discipline
• Gets people to work at the same pace as his
• Ensures subordinates feel comfortable to share their views with them

KPIs (Key Performance Indicators)

• RR ( Resolution Report )
• Csat ( Customer Satisfaction )
• EPH ( Email per hour )
• PCD ( Perfect call delivery )
• PKT ( Product knowledge test )