Pemanfaatan Agen Pusat Layanan Pelanggan
Definisi:
Pemanfaatan agen di pusat panggilan mengacu pada rasio waktu produktif seorang agen terhadap total kapasitas yang dimilikinya.
Unsur-unsur Utama:
Pengukuran Produktivitas: Mengukur berapa lama seorang agen pusat layanan pelanggan menghabiskan waktunya untuk menangani panggilan atau melakukan tugas-tugas lain yang berkaitan dengan pekerjaan
sepanjang hari.
Analisis Beban Kerja: Menunjukkan apakah agen-agen tersebut kurang dimanfaatkan atau terlalu terbebani.
Efisiensi Operasional: Memberikan gambaran mengenai efisiensi keseluruhan operasional pusat panggilan.
Mengapa Tingkat Pemanfaatan Agen Call Center Penting:
Memahami tingkat pemanfaatan agen sangat penting untuk mengevaluasi efektivitas pusat panggilan yang dioutsourcingkan serta dampaknya terhadap pertumbuhan bisnis.
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