and supervision of tellers considering that may effect the quality of the service
Measuring Teller Performance
Here you could measure % of objectives achieved, number of complaints received, customer service quality, number of customers served per day, time to resolve a query/serve a customer
However, please note that a low figure in some of the above measurements may not necessary resemble low performance.
For instance, a teller that serves 50 customers a day and another that serves 20. The latter may not be slower or less efficient, the lower amount of customers served may just be due to the fact that other tasks were performed, or the customer queries took longer time to resolve.
Tell Errors:
Formula:
Total errors / Total number of tellers (in given measurement period e.g. 1 week)
Oana Boteanu | September 20, 2012 at 11:26 am
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