Which Call Center Metrics Are the Best to Measure Agent Productivity?

The first and most basic metric to track is total calls handled, or the number of calls an agent has managed. This metric is very simple to calculate: total calls handled divided by the total number of incoming phone numbers. The lower the number of calls, the better. A high transfer rate shows that your agents are moving quickly through the call queue, which is counterproductive. It also means that your initial response team is not prepared to handle high volume calls.

The next metric to consider is the number of active and waiting calls. This metric shows how many calls are in a queue at any given time. The percentage of calls in the queue should be measured in real time, and it should be broken down to individual agents. If the number of calls is high, it could indicate that the agents are busy or that the workload is too high. These statistics should be reported for all agents and managers to ensure that there is a balance between work and play.

Another important metric to measure agent productivity is the average call occupancy rate (AHT). While this metric is often used as a benchmark, it should not be used as a measurement of success. A high AHT means that an agent is trying to wrap a call quickly, but ignoring the issue at hand. To monitor AHT, managers should also use ASA to set benchmarks for their agents. This metric measures how long it takes an operator to answer a customer’s query.

Another metric for measuring agent productivity is the average handling time. AHR refers to the amount of time that a customer spends on a call. AHR varies from industry to industry, but most call centers aim for a low AHR. A low AHR indicates that agents are more efficient and fewer people are required to staff the phone lines. However, this metric can be misused and under-measured, which can hinder the growth of a call center. Understanding and interpreting the proper use of these metrics is the key to maximizing your success as a call center manager.

While CPC is a great metric to track, it is not the only metric to consider. While it can help call center leaders keep costs under control, it can also help them analyze ROI when hiring new agents or upgrading existing ones. This metric gives leaders real-time insight into the behavior of their clients. It tracks the number of people who hang up before reaching an agent. This metric is related to the average speed to answer.

Another metric to measure agent productivity is the number of calls answered. A high percentage means that agents are answering the majority of calls. A low rate can lead to agent burnout. It is important to note that a high occupancy rate indicates that the call center is understaffed and needs to improve its procedures. But it does not directly impact customer satisfaction. The most useful metric to measure agent productivity is the overall efficiency of agents.

The most important metric to measure agent productivity is the average handle time, or AHT. This metric represents how long an agent spends on a particular call. The average handle time is divided by the number of calls. A long time means the agent has issues with managing the workload. A short handle time is an indication of inefficiency. A low average handle time will reflect a poor customer experience.

The second metric to measure agent productivity is the number of calls answered. This metric measures the number of calls answered per minute. It is important to note that a high abandonment rate is a warning sign that the customer is not happy. The customer is likely to hang up or try to make a new purchase. It’s not good to have an unresponsive customer. Increasing your agent’s availability can increase the chance of success.