October 29th, 2008

Measuring Call Center Efficiency through Cost per Call Metrics

Cost per call metrics is an effective tool for measuring call center efficiency. That is, as long as all important aspects of operations are considered.

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March 30th, 2008

Determining Productivity Ratio

What is productivity ratio? What are the factors in determining productivity?  And what are the indicators used in productivity measures?

Drawing upon the business context, productivity ratio can be referred to as the determinant of the efficiency of an enterprise to convert its available resources into useful finished goods and services. In other words, productivity ratio is determined as the ratio between output and input. It can be between production output and effort or between returns and investment.

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