DEV VENTURES (I) Interview Questions and Answers

To prepare forecasting and scorecard, gather historical data, analyze trends, and use statistical models to predict future performance.

• Gather historical data on relevant metrics

• Analyze trends and patterns in the data

• Use statistical models to predict future performance

• Create a scorecard to track performance against goals

• Regularly review and update the forecasting and scorecard based on new data and changes in business conditions

Utilization is the amount of time a resource is used, while productivity is the amount of output produced in a given time.

• Utilization measures the usage of resources, while productivity measures the output produced by those resources.

• Utilization is a measure of efficiency, while productivity is a measure of effectiveness.

• Utilization can be improved by reducing idle time, while productivity can be improved by increasing output per unit of time.

• For example, a call center agent ...read more

WFM metrics are key performance indicators used to measure the efficiency and effectiveness of workforce management processes.

• WFM metrics include service level, occupancy, adherence, forecast accuracy, and shrinkage.

• Service level measures the percentage of calls answered within a certain time frame.

• Occupancy measures the percentage of time agents are actively handling contacts.

• Adherence measures how closely agents follow their schedules.

• Forecast accuracy measures the accuracy...read more

AHT calculation from given scenario

• Identify the total talk time and total hold time for a given period

• Add the total talk time and total hold time

• Divide the result by the total number of calls handled during the period

• The resulting value is the AHT for the given period

Service level is a key performance indicator that measures the percentage of calls answered within a specified time frame.

• Service level is typically expressed as a percentage, such as 80% of calls answered within 20 seconds.

• Factors affecting service level include call volume, staffing levels, average handle time, and scheduling efficiency.

• Improving service level often involves optimizing workforce management strategies, such as adjusting staffing levels or implementing call r...read more