Productivity Report

Are we getting the most out of our employees?

How many hours surfing the internet per day?

0.37

1.36

2.15

3.45

0

0.5

1

1.5

2

2.5

3

3.5

Staff taking calls Supervisors Lower Managers Middle Managers

Hours

Average Call Handling Time(in minutes)

6

8

12Morning

Afternoon

Evening

Average time spent on breaks(Minutes under/over 1 hour)

2

-5

5

20

-10

-5

0

5

10

15

20

25

Staff Supervisors Lower Managers Middle Managers

Staff

Supervisors

Lower Managers

Middle Managers

Middle Managermeets with

Upper Manager

Supervisormeets with

Lower Manager

Lower Manager meets with

Middle Manager

Call-Structure Discussion Meetings

How do we Save Time?

Call-Structure Discussion Meeting

Upper Managers

Middle Managers

Supervisors Lower Managers

One Meeting!

How happy are you in your job?

Overall With Managers Pay Holidays

Middle management 8 7 6 7

Lower management 7 4 3 6

Supervisors 7 4 5 5

Staff taking calls 2 2 1 4

Conclusion

• Managers are spending too much on the Internet• Managers are spending too much time on breaks• Too many meetings!• Warning! Staff taking calls are not happy