Measuring productivity would then be much easier with the help of productivity metrics and key performance indicators.Each employee or worker makes an incredible difference to the revenue that your organization generates.
For this very reason it is also important to monitor and analyze employee performance periodically. Doing this is not easy. Organizations the world over have been struggling to invent methods that work best for measuring employee performance or what we call employee productivity.
Performance standards range from business ethics and duty performance to technical abilities, and working knowledge of the companies business objectives. Many firms train it’s employees to become a most valuable asset to the company. People are by far the greatest asset.
Number of promotions made within the manager operation and from his operation to other segments or functions of the enterprise.
Some key metrics to measure and quantify are likely very tactical in nature: a) call service levels b) call abandon rates and c) call resolution times. Let’s say you aim ensure 100% of all calls are answered on the first ring, 0 calls are abandoned and 100% of calls are resolved in under 5 minutes. Aggressive metrics you have here, but definitely measurable and quantifiable.
Regularly training contact center employees about products and services as well as the latest customer service techniques will help keep them engaged and also improve morale and performance.
Job satisfaction is not the only thing that is being measured by key performance indicators at all. Other facets include work quality, initiative, and teamwork. If your employees still exhibit these facets, then chances are, they are still very much satisfied with their jobs and everything their jobs have to offer.
The measurement tool. In the process of measuring productivity using the CSFs and KPIs the following steps would be involved: Establishing the vision; determining strategic goals; analysis of each goal to understand what factors influence them; assigning one measure per factor KPI; assigning a target value.
Before commencing complex jobs or projects, set the standards for successful completion of each stage. These can be built into the computer program. They can include measures of effective co-operation between individuals or groups.
It’s no secret that the best places attract the best people. The working environment should make staff feel valued. Lots of companies say their staff are their most important asset but their workplace often tells a very different story.