Keeping An Eye On Your Employee Production Levels

The current hot topic in our industry is measuring employee productivity levels.  When the economy was running like a well oiled machine very few of us paid attention to these statistics.  Now employee productivity levels are being analyzed and are in this day and age, associated with cut hours and layoffs. 

My staff has been with ABC for many years and I consider them family.  Unfortunately when I examined the productivity numbers I was forced to start thinking from an operations stand point. I recognized that our clients were receiving fewer calls and thus my agents productivity levels weren’t where they needed to be.

I announced my findings at our weekly staff meeting and opened the floor for viable solutions aside from cutting hours or employee layoffs.  We came up with a plan to keep our agents busy. We implemented new and innovative ways to market our company to bring in new clients with higher call volumes and we offered our Remote Receptionist and appointment confirmation programs to our existing clients.   We also promoted our employees from within and when you have new people moving into different positions these people bring fresh ideas and a different prospective into the mix.

To date our solutions have been successful in keeping our agents productive.  I’m wondering if other companies are measuring productivity of their employees and if you are finding it harder in this economy to keep those levels high?

Crystal Hartley
Director of Operations, A Better Connection Inc.