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Questions and Answers
What is the industry standard for Voice attrition?
What is the industry standard for Voice attrition?
- 5% (correct)
- 28%
- 10%
- 3%
How is the Occupancy calculated?
How is the Occupancy calculated?
- (Talk+hold+wrap) / (Talk+hold+wrap+unavailable time) * 100
- (Talk+hold+wrap) / (Paid hours on-site) * 100
- (Talk+hold+wrap) / (Talk+hold+wrap+avail time) * 100 (correct)
- (Talk+hold+wrap) / (Production time) * 100
What is the formula for Utilization?
What is the formula for Utilization?
- (Talk+hold+wrap+avail time) / (Paid hours on-site / Production time) * 100 (correct)
- (Talk+hold+wrap) / (Talk+hold+wrap+unavailable time) * 100
- (Talk+hold+wrap) / (Paid hours on-site) * 100
- (Talk+hold+wrap) / (Production time) * 100
How is Attrition defined?
How is Attrition defined?
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Which activity helps ensure that teams are up to date with regard to product, policy & process?
Which activity helps ensure that teams are up to date with regard to product, policy & process?
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Study Notes
Service Level Agreement (SLA)
- SLA stands for "Service Level Agreement," defining service expectations between a provider and a client.
- Essential for establishing measurable performance criteria and accountability in service delivery.
SLA Metrics
- A common SLA metric is to handle 80% of calls within 40 seconds.
- Meeting SLA metrics is crucial for customer satisfaction and operational efficiency.
Maintaining SLAs
- Staffing must align with volume forecasts to meet SLA requirements.
- Proper staffing ensures that sufficient personnel are available to manage call volumes effectively.
- Increasing utilization can help maintain service levels, especially with lower staffing.
Utilization Strategies
- Postponing offline activities, such as feedback sessions, can optimize staff availability.
- Break slots should be limited; 30 minutes of break equates to a single interval.
- There are 48 intervals over a 24-hour period to plan around.
Shrinkage Target
- Shrinkage targets consider planned and unplanned leaves.
- A standard yearly schedule has 365 days with 52 weekends, resulting in approximately 261 working days (excluding offs).
- Genpact allows up to 39 leaves per year, setting a shrinkage target between 12.46% to 14.94%.
Shrinkage Formula
- The shrinkage formula is calculated as:
- Total number of leaves (planned + unplanned) / (total number of agents - total agents on weekly off).
Current Shrinkage and Attrition
- The current operational shrinkage target is between 8% and 10%.
- Effective shrinkage reduction requires historical trend analysis to anticipate staffing needs.
- Understanding attrition targets is vital for deploying resources effectively and maintaining service levels.
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