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A team leader has an overview of a group of people, motivates, gives instruction and monitors performance.
Team Leader Responsibilities:
Managing the day-to-day activities of the team.
Motivating the team to achieve organizational goals.
Developing and implementing a timeline to achieve targets.
Delegating tasks to team members.
Conducting training of team members to maximize their potential.
KPIs is key performance indicators,in most of the bpos it has been decided by the clients basis on their performance and evaluation that what they needed to improve the customer review and services.
However,kra is key responsibility areas which has been decided by the organisation for which we're working and they have different parameters that we needs to follow or perform as per the given targets.
Average handle time (AHT) Formula : (Talk Time + Hold Time + Call Work Time)/ Total Number of Call
Average Talk Time Formula : Total Talk Time/ No. of Calls
Average Hold Time Formula : Total Hold Time/ No. of Calls
Average Call Work/Wrap Up Time Formula : Total Call Work Time/ No. of Calls
How to calculate Shrinkage rate in Call center (BPO)
Formula for Planned Leave = (Planned Leave/ Total Number of Agent)*100
Formula for Unplanned Leave = (Unplanned Leave/ Total Number of Agent)*100
Then add both the shrinkage percentage.
How to calculate Attrition rate in Call center (BPO)
Formula = Total number of Resigned of the month/ (Number of agent at starting + End of the month)/2)*100
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