Notes

What is wellness :- (Wellness is the act of practicing healthy habits on a daily basis to achieve better physical and mental health outcomes, so you can thrive, rather than just survive)

Why wellness Provide us : - (Because we first work under trust and security and also maintain our personal, social and financial status better to survive)

There is 8 wellness consequences like : -

1. Mental wellness
2. Physical wellness
3. Emotional wellness
4. Financial wellness
5. Environmental wellness
6. Social wellness
7. Occupational wellness
8. intellectual wellness

What is COMO : - COMO Stands for "Content Moderation".

What is Trust and Safety : - (It refers to the policies, practices, products and teams dedicated to ensuring that users can trust and feel safe while using a service or participating in an online community)

What we do here : - (In a simple wording we labeling the data with the help of GARM policies)

What is diff between Moderation and Labeling : - (Moderation is directly delete/remove the data from social media and Labeling is label the data in a different categories with the help of GARM policy)


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Name Formula
Week off shrinkage (Week offs/total headcount)*100
Planned shrinkage% ((Planned leave)/ total head count)*100
Unplanned shrinkage% ((cis+Unplanned leave)/total head count)*100
Transaction per hour Total number of transaction/ total login hours.
Attrition (Staff reduction/((Opening HC + Closing HC)/2))*100
Abandon% ((Transaction offered - Transaction answered)/calls offered)*100
Forecast accuracy% (transactions offered/forecasted volume)*100
Forecast deviation% Forecast accuracy%-100%
CSAT(customer satisfaction)- scores given by customer/ total surveys.
Answering Level% (Calls answered/calls offered)*100
Service level% calls answered within threshold set by client/(total calls offered - short abandon) * 100
Overall shrinkage% ((planned leaves + Unplanned leaves + Weekoff)/total headcount)*100


Name Formula
Shift Adherence:- count of employees on shift time/(early login + Late login + On shift time)
Utilization Talk time + hold time + Wrap time + Ready Time + Coacing time + Training time)/(Staff time - break Time)* 100
Login time = (Staff time - break time)
Occupency Talk time + hold time + Wrap time )/(talk time + Hold time + wrap time+ ready time)* 100
Total billed hour (total calls answered *min(target AHT , Actual AHT))+ OT hrs. billed back to the client
Total paid hour (total present heads * 8) + OT Hrs. paid to the agents.
B2P% Total billed hour/ total paid hour
Gross margin (Total revenue - Direct cost)/Total revenue



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Jump! is a program provided by Teleperformance which encourage internal promotions by preparing the employees for the job in their desire field.
Teleperformance stands for integrity, respect, professionalism, innovation, and commitment


Workforce management (WFM) is the process of planning, scheduling, and monitoring the performance of employees to ensure that all resources are distributed optimally in the right place at the right time.
The workforce management system can perform the functions like Forecasting, Planning, Scheduling, Reporting and Real-time Analysis.
· It can also help in personnel recruitment, delivering products and services, measuring productivity, and ensuring customer satisfaction.


Schedule adherence in a call center measures how closely agents stick to their planned work hours.
Schedule adherence = count of employees on shift time/(early login + Late login + On shift time)


Average Handle Time (AHT) is a customer service metric that measures the average length of a customer's call transaction, from the time the customer initiates the call to ending the call, including all hold times and transfers, as well as after call work.
AHT = (talk time + hold time + wrap time / total call handle)*100


Shrinkage is a workforce management metric that refers to time in which agents are being paid but are not available to handle interactions. There is planned shrinkage, like agents being scheduled for staff meetings and trainings, and there is unplanned shrinkage, like an agent calling in sick or on vacation.
Shrinkage = (PLANNED +UNPLANNED)/TOTAL HEADCOUNT *100


What is a KPI? KPI stands for key performance indicator, a quantifiable measure of performance over time for a specific objective .



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