Podcast
Questions and Answers
What is the industry standard for Voice attrition?
What is the industry standard for Voice attrition?
How is the Occupancy calculated?
How is the Occupancy calculated?
What is the formula for Utilization?
What is the formula for Utilization?
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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Description
Learn about Service Level Agreement (SLA) and its significance in maintaining service standards. Explore the methods to maintain SLA, such as adequate staffing, forecasting, and utilization management.
