G7 InfoTech Interview Questions and Answers

Explaining the attrition formula for calculating agent turnover rate.

• The formula calculates the percentage of agents who left the company during a given time period.

• The numerator is the number of agents who left during that time period.

• The denominator is the average of the opening and closing agent counts during that time period.

• The result is multiplied by 100 to get the percentage.

• This formula helps in measuring the e...read more

Shrinkage is the percentage of time that agents are not available to handle calls due to planned or unplanned activities.

• Shrinkage is calculated by adding planned and unplanned time off and dividing it by the total number of agents rostered.

• Planned shrinkage includes scheduled breaks, lunches, and training sessions.

• Unplanned shrinkage includes sick time, unscheduled breaks, and technical issues.

• A high shrinkage rate ca...read more

SL is a metric that measures the percentage of calls answered within 30 seconds out of the total calls offered.

• SL is calculated by dividing the total number of calls answered within 30 seconds by the total number of calls offered.

• SL is an important metric for call centers as it indicates the efficiency of the call center in handling calls.

• A high SL indicates that the call center is able to handle calls efficiently and ...read more