Understanding Call Center Productivity: Part 2 of 3

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A wonderful quote from Dr. Stephen R Covey, “the main thing is to keep the main thing the main thing!”

So to begin with, let’s first determine what the “Main Thing” really is, for you in your role as call center leader or agent, and then we will take a look and see how your own personal productivity stacks up against it.

What is: “Most Productive Time” for a call center leader?

What is: “Most Productive Time” for a call center agent?

Before we begin our journey to discover what the most productive thing is that you can do with your time, we must first determine how you currently value your time.

What is the dollar amount that you place on every hour, every minute you invest in your role?

We have always been shocked at how many call center leaders and agents don’t have any idea what the value of their time is, or how to increase the value of their time. So, the question is, “what is your time worth?”

Do you know what your time is worth? Do you know what your time needs to be worth to achieve your income goals? If you don’t know what your time is worth and what it needs to be worth, then you cannot make effective decisions on what activities you should be spending your time on and what activities you should have others do for you.

So that being said, complete the following exercise with hand over the heart honesty. Grab a piece of paper, writing utensil, and calculator for this exercise…

Part 1

How much do you currently earn per annum? (taking all bonuses, etc into account)

Divide the figure above by the number of weeks you currently work per year.

Divide the figure above by the number of days per week do you currently work.

Divide the figure above by the number of hrs per day do you currently work.

How much do you currently earn per hour?

Part 2

Amount you wish to earn in the next 12 months (taking all bonuses, etc into account)?

Divide the figure above by the number of weeks you currently work per year.

Divide the figure above by the number of days per week do you currently work.

Divide the figure above by the number of hrs per day do you currently work.

How much do you need to earn per hour to achieve your desired income goal?

How much is the dollar per hour gap between what you are currently earning and your desired earnings goal?

You have now determined the gap between how much you value your time and how much you are truly delivering. Let’s be very clear here: The gap between where your current earnings per hour and desired earnings per hour is not a function of effort, rather it’s a function of productive effort. We are not questioning the amount of hours you devote to your role. We are putting the blow torch on what you do with those hours! How many truly productive hours do you really work a day? So what really is productive time?

Try this powerful lesson…Set the alarm on your mobile phone for one hour. Then, only work on “closing the gap” or building your profit during those 60 minutes – nothing else!

Remember, this means no going to the bathroom, no getting a hot drink, no going online to check your favorite website, no checking emails, no anything else…Avoid ALL distractions. FOCUS on profit building activities for 60 minutes.

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About davegregory

Dave Gregory, Chief Learning Officer for Inspired Performance Solutions, Inc., believes in the power of the strengths movement. During the past 15 years, Dave managed the Learning Solutions activities of Qwest’s Mass Markets Group, including call centers, retail stores, indirect retail, e-business, collections, alternative markets and the small business teams. Mr. Gregory graduated from Creighton University’s School of Law in 1993 earning a Juris Doctor. He completed his undergraduate education receiving a BSBA with an emphasis in marketing from the University of Nebraska-Omaha in 1990. Mr. Gregory has more than 25 years experience in business development and consulting.

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