Productivity formula for customer service and call center

[maruenindy]

Hi!
This is my first time posting here. I hope someone can help me
I have a person that sees walk-in people and also answers calls for a call center. I'm creating a prod report where:
person has to see 4 people in 1 hr or answering 12 calls in 1 hour. shift time is 8 hrs., and I need the weekly productivity. so I have this table:

Hrs worked: 40 hrs
minus meetings, breaktimes: 4 hrs
answered calls/hr :12
walk-ins/hr: 4
production % =?
the answered calls and walk-ins need to be a combination of both, where 1 call=3min, 1 walk-in=15 min
it is possible to have a formula that gives you the production % ??
Thanks!!

 

[etaf]

how are you measuring the actual performance ?

40-4 = 36 hours available

36 * 12 calls * 3 mins = 36mins/hour
36* 4 walkins * 15mins = 60mins/hour

so no time to do the calls if walkins
why only 12 calls
60/3 = 20 - calls would be 100% productive

what would be the ratio of walkin to calls
otherwise if all walkins would be 100% productive
if all calls
3x12x36 =1296

60*36 = availability hours = 2160
and on calls with the goals would be 60% productive

 

[Asala42]

Hrs worked: 40 hrs
minus meetings, breaktimes: 4 hrs
answered calls/hr :12
walk-ins/hr: 4
production % =?
the answered calls and walk-ins need to be a combination of both, where 1 call=3min, 1 walk-in=15 min
it is possible to have a formula that gives you the production % ??
Thanks!!

How are you defining Production here? It sounds like you're going for something like a %of Available time spent on direct support. Can you give us a specific definition?

I have a problem with your example though.
- 4 Average Walk-ins per hour @ 15 minutes each equals 60 minutes per hour
- 12 Average calls per hour @ 3 minutes each equals 36 minutes per hour.
How can someone work an average of 96 minutes per hour?

It might help if you gave us a specific (real) example.

 

[maruenindy]

You are right! my mistake
calls = 4 minutes per call= 15 calls/hr
so, I have this example, and what I'm trying to do it is to measure a person that does these two functions. If this person is not answering calls, it is because she/he is seen a walkin.
the goal's formula I did is: =(column B1 (hrs worked) - Column B2(breaktimes - Column B3(meetings) * Column B4(standard calls )
and same formula for walkins
Production % formula I have is: B5(calls answered)/B6(goal) ans same for walkins
What I want to know if it's these formulas are correct and how to get the total production/week (B12). I may have an idea but I'm kind of lost
I hope I explained it better . Thanks!!

[TABLE="width: 231"]
<TBODY>[TR]
[TD]Column A</SPAN>[/TD]
[TD]Column B</SPAN>[/TD]
[/TR]
[TR]
[TD]Hrs Worked</SPAN>[/TD]
[TD="align: right"]40</SPAN>[/TD]
[/TR]
[TR]
[TD]Breaktime</SPAN>[/TD]
[TD="align: right"]2.5</SPAN>[/TD]
[/TR]
[TR]
[TD]meetings/spec proj</SPAN>[/TD]
[TD="align: right"]2</SPAN>[/TD]
[/TR]
[TR]
[TD]Standard/Per Hr</SPAN>[/TD]
[TD="align: right"]15</SPAN>[/TD]
[/TR]
[TR]
[TD]Completed/Audit Rev</SPAN>[/TD]
[TD="align: right"]200</SPAN>[/TD]
[/TR]
[TR]
[TD]Goal</SPAN>[/TD]
[TD="align: right"]532.5</SPAN>[/TD]
[/TR]
[TR]
[TD]Productions %</SPAN>[/TD]
[TD="align: right"]38%</SPAN>[/TD]
[/TR]
[TR]
[TD]Walk-ins</SPAN>[/TD]
[TD="align: right"]35</SPAN>[/TD]
[/TR]
[TR]
[TD]Standard/Per Hr</SPAN>[/TD]
[TD="align: right"]4</SPAN>[/TD]
[/TR]
[TR]
[TD]Goal</SPAN>[/TD]
[TD="align: right"]142</SPAN>[/TD]
[/TR]
[TR]
[TD]Productions %</SPAN>[/TD]
[TD="align: right"]25%</SPAN>[/TD]
[/TR]
[TR]
[TD]Total production %</SPAN>[/TD]
[TD][/TD]
[/TR]
</TBODY><COLGROUP><COL><COL></COLGROUP>[/TABLE]


[TABLE="width: 212"]
<TBODY>[TR]
[TD]</SPAN>[/TD]
[TD="align: right"]</SPAN>[/TD]
[/TR]
[TR]
[TD]</SPAN>[/TD]
[TD="align: right"]</SPAN>[/TD]
[/TR]
[TR]
[TD]</SPAN>[/TD]
[TD="align: right"]</SPAN>[/TD]
[/TR]
[TR]
[TD]</SPAN>[/TD]
[TD="align: right"]</SPAN>[/TD]
[/TR]
[TR]
[TD][/TD]
[TD][/TD]
[/TR]
[TR]
[TD]</SPAN>[/TD]
[TD="align: right"]</SPAN>[/TD]
[/TR]
[TR]
[TD]</SPAN>[/TD]
[TD="align: right"]</SPAN>[/TD]
[/TR]
[TR]
[TD]</SPAN>[/TD]
[TD="align: right"]</SPAN>[/TD]
[/TR]
[TR]
[TD]</SPAN>[/TD]
[TD="align: right"]</SPAN>[/TD]
[/TR]
[TR]
[TD]</SPAN>[/TD]
[TD="align: right"]</SPAN>[/TD]
[/TR]
[TR]
[TD]</SPAN>[/TD]
[TD="align: right"]</SPAN>[/TD]
[/TR]
[TR]
[TD]A12 Total production</SPAN>[/TD]
[TD][/TD]
[/TR]
</TBODY><COLGROUP><COL><COL></COLGROUP>[/TABLE]

 

[etaf]

this is how I defined it for a few service operations

Availability is the time they have available
so contracted hours = 40
the time they actually work

Actual work / Contracted
40-4 / 40

usually the main meal is not part of contracted time - so a 40hr week would not include an hour lunchbreak - so you cannot subtract those hours
also would remove sickness/holidays/etc

utilization is the time available to do the work
40-breaktimes-meeting etc or anything you define as not in the hours /40

productivity
time spent doing actual work (that you want to measure) / 40

different organisations see that as different names

so you need to decide what is in and what is out and then simple take it as a percentage of the hours

some people measure the
time spent working on core activity / available time on site

its down to you how you want to define it, providing you are not benchmarking with other business units or outside organisations
and you clearly understand the meaning of the results and do not start chasing a target of X% which is unobtainable

having worked in large service organisations and also claim/call centre , i know how the introduction of these types of measure can starting impacting on behaviours right up the chain from call handler or engineer - right up to CxO level. and can quickly turn into headcount issues and assignments

 

[Roryg]

You are right! my mistake
calls = 4 minutes per call= 15 calls/hr
so, I have this example, and what I'm trying to do it is to measure a person that does these two functions. If this person is not answering calls, it is because she/he is seen a walkin.
the goal's formula I did is: =(column B1 (hrs worked) - Column B2(breaktimes - Column B3(meetings) * Column B4(standard calls )
and same formula for walkins
Production % formula I have is: B5(calls answered)/B6(goal) ans same for walkins
What I want to know if it's these formulas are correct and how to get the total production/week (B12). I may have an idea but I'm kind of lost
I hope I explained it better . Thanks!!

[TABLE="width: 231"]
<TBODY>[TR]
[TD]Column A</SPAN>
[/TD]
[TD]Column B</SPAN>
[/TD]
[/TR]
[TR]
[TD]Hrs Worked</SPAN>
[/TD]
[TD="align: right"]40</SPAN>
[/TD]
[/TR]
[TR]
[TD]Breaktime</SPAN>
[/TD]
[TD="align: right"]2.5</SPAN>
[/TD]
[/TR]
[TR]
[TD]meetings/spec proj</SPAN>
[/TD]
[TD="align: right"]2</SPAN>
[/TD]
[/TR]
[TR]
[TD]Standard/Per Hr</SPAN>
[/TD]
[TD="align: right"]15</SPAN>
[/TD]
[/TR]
[TR]
[TD]Completed/Audit Rev</SPAN>
[/TD]
[TD="align: right"]200</SPAN>
[/TD]
[/TR]
[TR]
[TD]Goal</SPAN>
[/TD]
[TD="align: right"]532.5</SPAN>
[/TD]
[/TR]
[TR]
[TD]Productions %</SPAN>
[/TD]
[TD="align: right"]38%</SPAN>
[/TD]
[/TR]
[TR]
[TD]Walk-ins</SPAN>
[/TD]
[TD="align: right"]35</SPAN>
[/TD]
[/TR]
[TR]
[TD]Standard/Per Hr</SPAN>
[/TD]
[TD="align: right"]4</SPAN>
[/TD]
[/TR]
[TR]
[TD]Goal</SPAN>
[/TD]
[TD="align: right"]142</SPAN>
[/TD]
[/TR]
[TR]
[TD]Productions %</SPAN>
[/TD]
[TD="align: right"]25%</SPAN>
[/TD]
[/TR]
[TR]
[TD]Total production %</SPAN>
[/TD]
[TD][/TD]
[/TR]
</TBODY>[/TABLE]


[TABLE="width: 212"]
<TBODY>[TR]
[TD]</SPAN>
[/TD]
[TD="align: right"]</SPAN>
[/TD]
[/TR]
[TR]
[TD]</SPAN>
[/TD]
[TD="align: right"]</SPAN>
[/TD]
[/TR]
[TR]
[TD]</SPAN>
[/TD]
[TD="align: right"]</SPAN>
[/TD]
[/TR]
[TR]
[TD]</SPAN>
[/TD]
[TD="align: right"]</SPAN>
[/TD]
[/TR]
[TR]
[TD][/TD]
[TD][/TD]
[/TR]
[TR]
[TD]</SPAN>
[/TD]
[TD="align: right"]</SPAN>
[/TD]
[/TR]
[TR]
[TD]</SPAN>
[/TD]
[TD="align: right"]</SPAN>
[/TD]
[/TR]
[TR]
[TD]</SPAN>
[/TD]
[TD="align: right"]</SPAN>
[/TD]
[/TR]
[TR]
[TD]</SPAN>
[/TD]
[TD="align: right"]</SPAN>
[/TD]
[/TR]
[TR]
[TD]</SPAN>
[/TD]
[TD="align: right"]</SPAN>
[/TD]
[/TR]
[TR]
[TD]</SPAN>
[/TD]
[TD="align: right"]</SPAN>
[/TD]
[/TR]
[TR]
[TD]A12 Total production</SPAN>
[/TD]
[TD][/TD]
[/TR]
</TBODY>[/TABLE]

My advice would be to break everything down into minutes,

available time = 36 Hrs * 60 = 2160 minutes per week (less 4 Hrs for breaks and meetings)
Time worked = no. of calls * Call AHT (Average Handle Time) + No. walkins * walkin AHT

Your productivy will basicially be time worked / available time

However you will need to factor in some shrinkage, you can't set your target at 100%, your employees will burn out also you have to allow for times when there are no calls or walkins available.


Simple example below:
Total AHT is a weighted average (Use sumproduct formula and divide by total volume)
Productivity = Minutes worked / Available Minutes

The volume and AHT for calls and walkins are variable or manual entries.
[TABLE="width: 383"]
<TBODY>[TR]
[TD]Actual[/TD]
[TD]Volume[/TD]
[TD]AHT[/TD]
[TD]Minutes Worked[/TD]
[TD]Productivity[/TD]
[/TR]
[TR]
[TD]Calls[/TD]
[TD]75[/TD]
[TD]4[/TD]
[TD]300[/TD]
[TD][/TD]
[/TR]
[TR]
[TD]Walkins[/TD]
[TD]75[/TD]
[TD]15[/TD]
[TD]1125[/TD]
[TD][/TD]
[/TR]
[TR]
[TD]Total[/TD]
[TD]150[/TD]
[TD]9.5[/TD]
[TD]1425[/TD]
[TD]66.0%[/TD]
[/TR]
[TR]
[TD][/TD]
[TD][/TD]
[TD][/TD]
[TD][/TD]
[TD][/TD]
[/TR]
[TR]
[TD]Available Minutes[/TD]
[TD]2160[/TD]
[TD][/TD]
[TD][/TD]
[TD][/TD]
[/TR]
</TBODY><COLGROUP><COL><COL span=2><COL><COL></COLGROUP>[/TABLE]

 

[maruenindy]

thank you very much roryg and etaf! this formula is what I was looking for and I'm going to use it roryg, and of course It wont be a 100% goal.