Consumer Electronics
In a service desk environment, how can i monitor how staff utilize their time?
Question : In a service desk environment, how can i monitor how staff utilize their time?
I need to monitor my staff, currently i keep track of the tickets they create, but how can i better track their utilization
service desk
Best answer:
Answer by CupCake
Can you spell Micromanager
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#2 written by jay_dee1012 1 year ago
What is your objective? Is there a reduction in productivity? It sounds like you already have a means to measure their work. Track their utilization? This must be the first time you were put in charge. Why don’t you just ask your staff instead of “tracking” them like a hunter preying on an animal. It sucks when supervisors think they have to resort to getstapo type tactics to monitor their subbordinates productivity.
Mr. Unknowable, thanks for proving my point.
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#3 written by alecs 1 year ago
You know the only way to monitor your staff’s activity is by using gadgets and software which may not be cost effective besides, you would not have the time to review them, otherwise you will not be able to do your most important work as you will be monitoring them the whole day. However, you can do this by recording their individual daily production output, overtime you will be able to get enough data and you can calculate the average. Also keeping this record will help you during their performance evaluation time. When there is a consecutive shortfall then that is the time you observe that person and maybe give some motivational talk
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#5 written by norynne 1 year ago
Is there a reasonable amount of measurable time that can be placed on one task? For example, a call center environment can place a 2 minute goal on one phone call. That means 25-30 completed calls an hour and an 8 hour work day can produce 150 – 210 calls (considering lunch and breaks.) Therefore, one person can be given a weekly goal of 1,000 completed calls. If that goal is met, acknowledge the accomplishment of that staff member in the presence of their peers (verbal congrats, certificate, employee of the week, bragging rights, etc.) This formula can be used in any environment where the staff perform a similar repetitive task throughout the day. This saves the company costly software or gadgets, gives the staff something positive to work towards and breaks up the monotony of a repetitive environment that can quickly become dreary and unmotivating. It also doesn’t put you in the “Micro-manager” category, If the goal is reasonable, and met by the staff member(s), the freedom of not being under anyone’s thumb feeds a trusting and mutually respectful relationship. Adjust times according to the tasks performed, goals can be hourly, daily, weekly or monthly, incentives can be certificates, a small goofy trophy kept on the winners desk – passed on to the next winner, internal company “Bucks” that can be saved up to buy things like pens, gift cards, portable radios, company branded shirts, mugs, etc. Just use your imagination. I’ve created and managed a customer service call center before and this is a wonderful way to create a fun, friendly rivalry for everyone. Hope this helps you!
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#7 written by Rob M 1 year ago
This depends on the level of intrusive technology and time you wish to spend monitoring their work area. Linksys has developed cameras that can be on a business network and viewed from a computer on the network or even your own home computer, (providing that you purchase an internet connection for the camera itself) There are a lot of different email and web browser trackers that can also tell the tale of an employee’s web wanderings.
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Try using an access tracker for their computers. Finds out what they are accessing and when with their workstation pc.
Also, monitor incoming/outgoing phone calls & e-mail (on a random basis).
Most medium – large size companies do so as a matter of policy, and it is specified in the employee contracts and the manager(s) also tell the employee in the 2 – 3rd interview that company security policy is to monitor such things. Lets you know more about their work habits and prevents time wastage and confidential information from being released.