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Evaluation of Efficiency and Efficacy

You have a team of managers of a customer call center for timeshare vacations.
1. Discuss with your team, the types of control measures you would use to see how efficient and effective an employee is.
2. Discuss with your team, the measures you would use to evaluate the entire call center.

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1.
We will use several metrics and techniques to measure the effectiveness and efficiency of both the individual employees and the organization as a whole. As we know, call center employees are involved in several roles including sales to new customers, scheduling for existing customers, and general customer service inquiries including giving directions, assisting in room entry, housekeeping complaints, and other general procedural inquiries.

To measure the effectiveness and efficiency of the individual employees, each call will be monitored through the computerized call system so we can measure the average call time per employee. In this manner, we can set a baseline for the target time per sales call using the average times of the most successful call center employees. For example, we will analyze for a correlation amongst the top call center employees and the ...

Solution Summary

An evaluation of efficiency and efficacy are determined. The types of control measure you would use to see how efficient and effective an employee is.

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