Lisa Manages Customer Service Representatives in a Call Center

question 58

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?
$$\begin{array} { | c | c | c | c | } \hline \text { Employee } & \text { \# Calls Completed } & \text { Total Time on Calls } & \text { Total Time Clocked In } \\\hline \mathrm { J } & 165 & 8 \text { hours } & 8 \text { hours } \\\hline \text { K } & 140 & 7 \text { hours } 30 \text { minutes } & 8 \text { hours } \\\hline \mathrm { M } & 135 & 7 \text { hours } 20 \text { minutes } & 8 \text { hours } \\\hline\end{array}$$

---

Definitions:

Psychopathology

The study of mental disorders, including their symptoms, causes, and treatment, focusing on abnormal behavior and psychological functioning.

Aversive Feelings

Negative feelings that often lead to avoidance behavior, these can include emotions such as disgust, fear, or hatred towards specific stimuli or situations.

Habituation

The process of becoming accustomed to a stimulus or environment over time, leading to a decrease in responsiveness.

Fear-Producing Stimuli

Objects, situations, or cues that elicit a fear response or anxiety in individuals, relevant in studies of phobias and anxiety disorders.