Customer operations leaders all want their teams to be as productive as possible, but there is often confusion about what productivity actually means. Many companies mistakenly measure output when analyzing team productivity, but output provides only part of the picture. Output is simply the results produced after investing time, money, and resources. This alone does not tell managers enough about productivity. What’s much more important but often overlooked is how efficiently the time, money, and resources were used to produce that output. Output and efficiency, of course, are linked but measuring both is the key to truly understanding productivity to where changes are needed and find opportunities to improve operational efficiency.
In this blog, we’ll sum up the key reason why you should analyze your operations team’s productivity. We’ll also describe ways to do this effectively and recommend specific solutions that can be used to produce accurate and Insightful productivity analytics.
First, The Why: Why You Should Analyze Employee Productivity
As with any project, understanding the why helps you to identify questions that need to be asked along the way. Analyzing employee productivity can allow you to save money and time in the long run, while also improving the overall quality of output and employee happiness. Below we have outline four key reasons that you should be analyzing employee productivity.
- To Identify Unnecessary Steps
Unnecessary steps, or steps being performed incorrectly, lead to less productivity from your employees. A task that should only take ten minutes might end up taking twenty. Analyzing employee productivity identifies these unnecessary or incorrect steps, meaning workflows can be reworked and coaching can be performed in the right sectors to improve speed and accuracy, saving you time and money.
- Reduce Cost On All Levels
Understanding how your operations team works is crucial to knowing where money could be better spent. Many organizations are paying for software that no one on their team uses anymore simply because they have no visibility into what is actually being used. Many growing companies are also unable to hire enough new staff to keep up with demand due to inefficient practices within their organization limiting the productivity that they get out of their teams. This is a double whammy -- simultaneously making for a poor experience for existing teams and making it extremely costly for companies to scale.
- Waste Less Time For Employees
Employees want to feel like the work they do is valuable to the company, however, losing an hour every morning to battling with outdated systems and workarounds is not going to help your employee productivity; even when they get back to work they’re going to feel less motivated. Taking the time to streamline your workflow allows employees to do what they do best, so they feel valued and motivated, leading to better employee productivity.
- Drive Better Customer Experiences
More productive employees ultimately lead to better customer experiences. If your customers are being helped by a happier, more effective and informed operations team, your customer satisfaction (CSAT) will skyrocket. Analyzing employee productivity has multiple benefits; on the one hand, customers are happier because their requests are being handled more quickly and smoothly, and employees are happier because they feel valued knowing they made a difference in someone's day.
And Now, The How: How To Measure Employee Productivity
Incorporate A Work Insights Platform
As companies begin to realize the workflow visibility problem stands in the way of analyzing employee productivity, many have begun manually pulling reports, conducting time and motion studies, or building homegrown solutions in an effort to make more informed decisions about people, processes, and technology. However, these solutions can be complex and hard to implement and build. When done manually, key factors can be missed which leads to inaccurate, incomplete and uninsightful productivity analytics.
Instead, onboarding a work insights platform does the time-consuming work for you. A work insights platform is a tool specially created to measure employee productivity for you by recognizing workflows and accurately collecting data on how your employees work, allowing your company to focus on what it actually does best. Fin understood this problem; we had hundreds of operations agents but didn’t yet know how to optimize their output, efficiency and engagement. Fin was born out of a need to truly understand the knowledge work our team was performing. Fin.com is a work insights platform that offers out-of-the-box insights into previously undiscovered bottlenecks and vulnerabilities.
Using an innovative lightweight browser plugin, Fin offers cross-platform analytics to capture real-time data quickly. With features such as automatic video capture, you can recognize best practices within your operations team and train others who may be using outdated workflows. There is no trial and error and no need for manual time and motion studies; Fin takes those productivity analytics and tells you what is working and what is not, saving you time and money and improving your customer experience.
Remember to Create Measurable Goals
Measurable goals are clear metrics, such as increased sales, increased number of tickets resolved, or decreased resolution and first reply time. These are quantifiable goals that can be affected by the customer operations team’s productivity. These goals could be long term or they could be achieved within weeks; the point is always to have a benchmark to know if the practices put in place are working or not. Without continuously analyzing employee productivity, things will once again begin to slip and you won’t be aware until it’s too late. Having goals gives you something positive to work towards and, if achieved, something to celebrate.