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    Yna Estillore. Module 3 Activity

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    Andrea Estillore
    The document discusses which metrics are most important for employers to track from an employee's perspective. For attendance, the employee notes that being present allows one to improve their performance through practice. For attrition, retaining current employees is prioritized over frequent hiring due to the time costs of training. For call centers, answering calls is prioritized to provide assistance, and customer satisfaction is deemed most important for profitability compared to call handling times which are averaged.

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    Yna Estillore. Module 3 Activity

    Uploaded by

    Andrea Estillore
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    The document discusses which metrics are most important for employers to track from an employee's perspective. For attendance, the employee notes that being present allows one to improve their performance through practice. For attrition, retaining current employees is prioritized over frequent hiring due to the time costs of training. For call centers, answering calls is prioritized to provide assistance, and customer satisfaction is deemed most important for profitability compared to call handling times which are averaged.

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    yna estillore. module 3 activity

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    The document discusses which metrics are most important for employers to track from an employee's perspective. For attendance, the employee notes that being present allows one to improve their performance through practice. For attrition, retaining current employees is prioritized over frequent hiring due to the time costs of training. For call centers, answering calls is prioritized to provide assistance, and customer satisfaction is deemed most important for profitability compared to call handling times which are averaged.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    10 views1 page

    Yna Estillore. Module 3 Activity

    Uploaded by

    Andrea Estillore
    The document discusses which metrics are most important for employers to track from an employee's perspective. For attendance, the employee notes that being present allows one to improve their performance through practice. For attrition, retaining current employees is prioritized over frequent hiring due to the time costs of training. For call centers, answering calls is prioritized to provide assistance, and customer satisfaction is deemed most important for profitability compared to call handling times which are averaged.

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    of 1

    Yna Sophia Estillore

    GBA-2B

    Which of the following do you think is more important for the employer? Explain your answers.

    1. Employee Attendance or Performance?

    For me, employee attendance is more important than a performance. Our skills can be easily worked on,
    but our characters can’t. If you’re always present, and you’re always on time, you can practice lots of
    things that will help you improve your performance.

    2. Number of Hires or Number of Attrition?

    For me, number of attritions is more important. Yes, it’s easy for a company to hire new employees, but
    it will be time consuming to train new people. It’s important for a company to always be open for
    feedback and criticism so they know what they should do and not do. In that way, they’ll be able to
    retain their employees.

    3. Number of answered calls or unanswered calls

    Of course, it’s more important to count the answered calls for that will determine the number of people
    that have been assisted.

    4. One call resolution or income per call?

    In this case, I believe it depends on the company’s KPI. There are some companies wherein their income
    or profit will depend into the number of calls handles, and there are companies wherein one of their
    KPIs is one-call resolution.

    5. Call Handling time or customer satisfaction

    Call handling time is mostly part of every company’s KPI, so it is indeed important. But, for me, I believe
    that Customer Satisfaction is more important because that is where the company’s profit is coming. Call
    handling time will be computed in average, and not all of your phone calls or emails will consume long
    hours/minutes. Customer Satisfaction is more important, and everything will just follow.

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