Can anybody share best practices for using percent silence for performance management in either Servicing or Collections?
Hi Lynsie Sutton,
We created a reporting that assists in managing unproductive time spent on line items like hold time, excessive rings, excessive message machine & huge silence blocks(i.e. silence block more than 4 minutes). Post the roll-out of the report we were able to link it to probable right party contacts lost in that unproductive time. It helped Operation reduce the unproductive time and create more RPC. Attached is the example of reduction of silence block from Oct'15 till Apr'16.
This is a great idea! Thank you for the feedback!
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