Key Metrics to Measure Call Center Productivity

Key Metrics to Measure Call Center Productivity

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Key Metrics to Measure Call Center Productivity

A call center is a high paced environment that can get pretty hectic at times. Agents have to be able to deal with a constant influx of calls, impatient customers and follow the timeline. Working at such a place requires self-discipline and emotional intelligence. Those and other qualities are necessary for high productivity and efficiency at work. 

So how do you measure the level of productivity at your call center? We’re here to answer that question. There are key metrics you can utilize to measure your agents’ productivity and we’re going to discuss each of them in this article. 

First call resolution rate

This metric indicates a percentage of how many customers’ issues your agents resolve in the first call. A high FCR means your overall call center’s productivity is in good shape which positively impacts the customer satisfaction rate. To determine your FCR use the formula below:

(Total Resolved Cases / Total Number of Cases) x 100

According to multiple sources, the average standard rate is between 70 to 75 percent. Accordingly, anything below that indicates your FRC needs improvement. Here are some tips on how to do that:

  • Clarify the issue

When taking a call try to understand the whole scope of the problem. Listen carefully to what a customer is telling you and ask questions to get additional information. The more data you get the better for you as you would be able to resolve the issue more efficiently. Also. be sure to repeat received information back to the customer, this way confirming and ensuring that you got the problem right.

  • Give clear instructions

You want to make sure that customers understand your instructions. If they don’t, they will call again. So when talking to a customer provide precise and clear answers. You don’t want your customers to get confused so don’t overwhelm them with unnecessary information. Keep it simple and on point.

  • Guide them through the process

Don’t just give customers instructions and leave the process up to them. A more powerful way to help your customers is to guide them through the solving process and make sure that an issue is resolved. This will ensure faster results and higher customer satisfaction. 

Average handling time

The average handle time shows how much time an agent spends on one ticket. Each business can determine how long the average standard call time should be. When setting up such a measurement a company should take into consideration a couple of things. First, a long call duration will increase a wait time for other customers that try to reach out to you. And second, too little time may not be enough to cover and resolve a customer problem. So a key here is to find a balance. 

Formula to calculate average handle time:

(Total Talk Time + After-Call Work Time) / Total Number of Calls

 

Key Metrics to Measure Call Center Productivity

Average wait time

This metric demonstrates how much time your customer spends waiting for an agent to respond to their call.  If users have to stay on hold for too long they will just hang up which brings us back to what we have discussed earlier – abandonment rate. And we’ve already established that that’s not a good thing for a call center. 

But let’s say a customer waited through and finally got an answer. Even in this case, by the time a rep picks up the phone, a customer may grow impatient and upset which makes it harder to communicate with them. The bottom line here is that you want to try to bring your average wait time to as small a number as possible.

Average after-call work time

Such a metric shows how much time agents spend doing after-call work. This work includes paperwork, double-checking all information, data entry and whatever it is an agent needs to do to close out the call. Here’s a simple formula for after-call work time calculation:

Total After-Call Time / Total Number of Calls

Obviously, if an agent’s after-call work is taking too much time, you may want to consider eliminating some unnecessary steps of processing customer calls. Another problem could be the agent’s low productivity and lack of motivation. 

Customer satisfaction

There is probably no better measurement of the quality of your service than a customer satisfaction rate. How does it work? Usually, a customer is asked to rate their experience after interaction with an agent. A scale which it is measured by varies, ranging from “highly satisfied” to “highly unsatisfied”. Here’s a formula that can help you determine an average customer satisfaction rate:

Number of Satisfied Customers / Number of Survey Responses X 100

If a rate is pretty high you can conclude that your agents are using their time efficiency and doing a good job. On the contrary, if the number is pretty low that means your agents are not being as productive or helpful as they should be. If that’s the case, you should find what causes the problem and try to fix it. fu A cause can be different and lie in the agents’ performance or possibly in the environment they work in. 

Interaction Quality

This metric assesses the overall quality of agents’ communication with customers. This process involves monitoring and recording interactions and a following evaluation by specialists and managers according to key criteria and requirements. Here are things to pay attention to when analyzing your representatives’ performance:

  • Proper greeting and following the script
  • Capturing customer data
  • Professional communication manner
  • Agent’s solution efficiency
  • Data entry accuracy
  • Grammar and spelling 

Collected information provides you with essential knowledge about the quality of every customer service interaction. Based on that data, you should create an improvement plan that the management team would utilize in its work with agents. 

Key Metrics to Measure Call Center Productivity

 

Abandonment rate 

The abandonment rate is the total of missed calls from customers. This is something call centers want to avoid, however, it’s not easy to do that. The main reason customers hang up is because they have to wait too long before an agent can get to their call. This usually happens because of jammed phone lines. Here’s a simple formula to calculate the abandonment rate:

(Total of Inbound Calls – Total of Calls Handled) / (Total of Inbound Calls) x 100                                            

If your abandonment rate comes out to less than 5 percent it is generally seen as an acceptable figure. The low number tells you that your agents are keeping up with a volume of incoming calls. However, if the number is above average or high it signals that your agents miss a lot of customer calls. 

Besides adding more staff to your support team, which is an obvious solution to the problem, there are other methods that can help you improve your abandonment rate:

  • Give estimated wait time

Letting people know for how long they have to stay on hold gives them an opportunity to decide whether they have time for it or not. This way you give customers control over their time.

  • Offer a callback

The best alternative to keeping customers on hold is to offer them a call-back from the next available agent. This convenient option prevents caller frustration and improves an overall customer experience.

  • Use other channels

Omnichannel support is a popular practice in customer support service. Offering interactions across multiple channels gives your customers more options and takes the pressure off your call center agents. 

To conclude

A call center is a place where your business makes connections with customers. So it’s essential to ensure that it operates productively and professionally. For that, you have to keep track of all call center processes and have great management. It’s not an easy task but the metrics mentioned above will help you to get everything under control.

Maya Momotok

Reviewed by Maya Momotok
CEO and cofounder of Wow24-7

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