Percentage of time customer service agents currently spend on repetitive/redundant tasks

This measure calculates the percentage of time customer service agents currently spend on repetitive/redundant tasks. This Staff Productivity measure is intended to help companies assess the efficiency of their staff related to the activity "Track work force utilization".

Benchmark Data

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Measure Category:
Staff Productivity
Measure ID:
110998
Total Sample Size:
740 All Companies
Performers:
25th Median 75th
- 45.0% -
Key Performance Indicator:
No
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Units for this measure are percent.

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Percentage of time customer service agents currently spend on repetitive/redundant tasks

Key Terms

There are no key terms associated with this measure.
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Measure Scope

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Cross Industry (8.0)

  • 6.2.1.1 - Forecast volume of customer service contacts (10390) - Projecting the total workforce required to service customer service inquiries in order to effectively predict the volume of vendor contracts required. Estimate the number of the customer service contracts in an agreed-upon time frame in order to strategically maintain the workforce necessitated for customer inquires. Analyze historical data around customer service contracts, the universe of customer inquiries, frequency of inquiries, servicing capability (per head) of the employees, etc.
  • 6.2.1.2 - Schedule customer service workforce (10391) - Deploying the workforce to manage customer service contracts. Create a systematic summary of the operations and service required, as well as the specific amount of workforce that is to be deployed to the customer service operations. Ensure workforce is directly proportional to the estimated forecast of customer service contracts.
  • 6.2.1.3 - Track workforce utilization (10392) - Tracking the utilization of workforce deployed for managing customer service operations. Monitor the utility of the workforce deployed for managing customer service operations in order to evaluate its efficiency and cost effectiveness. Calculate the overall labor effectiveness, which measures the utility, performance, and quality of the workforce.
  • 6.2.1.4 - Monitor and evaluate quality of customer interactions with customer service representatives (10393) - Tracking and determining the quality of interactions between the customer and customer representatives. Use technology, including artificial intelligence (AI), to record and effectively assess customer representatives' interactions.