Learn workforce management ONLINE

In our previous blog, we discussed what is FTE - here is the link in case you missed it! https://www.scribblr.in/post/what-is-full-time-equivalents-ftes Now let's take a look at FTE definition! The total productive hours per week/month/year by an individual employee or worker implies to FTE definition. Let's understand this terminology in detail by taking an example: Ms. Nina works for ABC Company as full time employee. This is her shift length for each day: 10:00____________

Full time equivalent = unit of time measurement for an individual worker in a day Lets understand this with an example: As defined by labor law of that country, an individual gets employed for a day for certain unit of time. Here is Ms. Nina working for ABC Company in India - Lets look at her timeline: 10:00_____________________________________________________________21:00 Nina is scheduled to work for 9 hours every day for 5 days in a week. Nina is defined 1 FTE employed for

In our previous few posts, we spoke about components that are dealt from business perspective in workforce management, Now let's take a look at employees in an call center environment. An employee who works to answer queries for all customers or consumers via different methods of communication are usually known as Customer Service Representatives (CSRs). Eventually, they are denoted by different naming conventions in different companies - few of them are listed below: Custome

Let's take a look on the Average Process Time in a contact center environment. So what is Average Process Time (in short - APT)? Average Process Time is the time taken by a Customer Service Representative (CSR) to complete a task successfully. Few instances are below Time taken to complete an order on Client application for sales, promotional campaign, installation, repair and so on Time taken for payment orders Time taken to explain a new product, billing, policies and so on