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?
Definitions:
Legal Authority
The formal and legitimate power given to an individual or entity to make decisions, enforce laws, and administer justice within a defined scope.
Binding Decisions
Judgments or rulings that must be followed or adhered to by the parties involved, often used in the context of legal arbitrations and court decisions.
Arbitrators' Decisions
Refers to the final judgments made by arbitrators, who are neutral third parties, in a dispute resolution process.
Union Contract
A formal agreement between a union and an employer detailing the terms of employment, wages, benefits, and working conditions.
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