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

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Definitions:

Dorr War

A short-lived armed insurrection in Rhode Island during 1842, sparked by demands for broader voting rights and political reforms.

Voting Rights

Legal rights and regulations governing eligibility and access to participate in electoral processes, critical to democratic governance and representation.

Rhode Islanders

Residents or natives of the state of Rhode Island in the United States, known for their unique state history and identity.

Alexis De Tocqueville

A 19th-century French political thinker and historian best known for his works detailing the democratic system of the United States and its societal structures.