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Measuring HD Supp. Performance OffSite

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by tape lady

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How do other call centers measure performance of their staff when they are working at user's locations? This applies especially if they don't have access to their call logging system or no budget for PDA's etc. In theory, you have the travel time, working at each desk top and the "drive bys" at the site. This is more to justify their workload rather than "big brother" looking over their shoulders.

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by jcyt

Since they apparently can't remote in to update the call log while working the problem, and budget concerns, the only thing I can think of is to have them carry a 'work log'. They would need to log everything they do during the time they are working the problem ticket. Nothing gets done without an associated problem ticket. When they can access the logging system, they can update the ticket.
Wireless PDAs would be nice... They could just 'remote in' to their desktop and update the call ticket as they work the problem.

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