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SayPro Employee Productivity: Tracking the average handling time (AHT) for customer service interactions, training completions, and issue resolution time.
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📊 SayPro Employee Productivity KPIs Framework
📌 Core KPIs for Tracking Employee Productivity
1️⃣ Average Handling Time (AHT)
✔ Definition: Measures the average time an employee takes to resolve a customer service issue, from the initiation of the interaction to its closure.
✔ Formula: AHT=Total Handling TimeTotal Number of Interactions\text{AHT} = \frac{\text{Total Handling Time}}{\text{Total Number of Interactions}}
✔ Target Benchmark:
🔹 General AHT: 5-7 minutes (depending on service type)
🔹 Urgent Requests AHT: 3-5 minutes
✔ Tracking Method: Call center software, customer service tools, CRM logs
2️⃣ Training Completions
✔ Definition: Measures the number of employees who successfully complete training programs, including skill development, technical training, and compliance courses.
✔ Formula: Training Completion Rate=Employees Completing TrainingTotal Employees Assigned Training×100\text{Training Completion Rate} = \frac{\text{Employees Completing Training}}{\text{Total Employees Assigned Training}} \times 100
✔ Target Benchmark: 90%+ completion rate
✔ Tracking Method: Learning Management System (LMS), training course reports
3️⃣ Issue Resolution Time
✔ Definition: Measures the average time it takes for an employee to fully resolve a customer’s issue from the moment the issue is reported.
✔ Formula: Issue Resolution Time=Total Resolution TimeTotal Number of Issues Resolved\text{Issue Resolution Time} = \frac{\text{Total Resolution Time}}{\text{Total Number of Issues Resolved}}
✔ Target Benchmark:
🔹 General Issues: 24-48 hours
🔹 Critical Issues: 4-6 hours
✔ Tracking Method: Helpdesk software, ticketing system, CRM logs
📌 Summary of Employee Productivity Tracking
| KPI | Formula | Target Benchmark | Tracking Frequency | Data Source |
|---|---|---|---|---|
| Average Handling Time (AHT) | Total Handling Time / Total Interactions | 5-7 minutes (general), 3-5 minutes (urgent) | Weekly | Call center software, CRM |
| Training Completions | (Employees Completing Training / Total Employees Assigned) × 100 | 90%+ training completion rate | Monthly | LMS, training reports |
| Issue Resolution Time | Total Resolution Time / Total Issues Resolved | 24-48 hours (general), 4-6 hours (critical) | Weekly | Helpdesk software, ticketing system |
📌 Additional Notes:
- Employee Efficiency: AHT and Issue Resolution Time are direct indicators of employee productivity in handling customer service inquiries. Monitoring these KPIs helps identify top performers and areas where additional training may be needed.
- Employee Growth: High training completion rates are an indication of a committed workforce eager to develop new skills, leading to better overall service quality.
- Support Optimization: Tracking these metrics allows SayPro to identify bottlenecks, adjust workflows, and ensure teams are working efficiently.
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