Lisa Manages Customer Service Representatives in a Call Center

question 30

Essay

Lisa manages customer service representatives in a call center.The center's computer system tracks a number of metrics for each employee including the total number of customer calls they complete,the amount of time the service representative spends talking to customers,and the total time the service representative was clocked in each day.The work standard developed by the call center is to complete 150 calls in an 8 hour shift.Answer the following questions using the information provided in the table.
a.What is the productivity of employee J?
b.What is the efficiency of employee K?
c.What is the percent value-added time for employee M?

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Definitions:

Hard Bargaining

A negotiation strategy that involves taking a very strong stance on an issue and demanding concessions from the other party.

Balanced Reciprocity

A form of exchange where goods or services of approximately equal value are traded within a specified time frame, aiming for equilibrium in the give-and-take relationship.

Negative Reciprocity

An economic term describing exchanges where one party aims to get more than it gives, often used in the context of exploitative or competitive relationships.

Retributive Reciprocity

A principle often found in social relations where actions, good or bad, are returned with actions of a similar kind, akin to the concept of "an eye for an eye."