Calls Per Agent Per Day performance at Elevations Credit Union, a US financial products and services provider and winner of the 2014 Baldrige National Quality Award, was targeted to stay between the benchmark median and 75th percentile. Against the median benchmark of 68 and the 75th percentile of 96, Elevations achieved a rate of 90 calls per agent per day in 2011, 118 in 2012. 90 in 2013, and to Q2 in 2014, against the median of 68 and the 75th percentile of 80, Elevations achieved 74 calls pe...

BPIR Categories

15.2.4 Service performance e.g. quality/delivery/value

Unlock this article and 10,000+ more

To get the most out of our extensive resources, please login or become a member below.