Home - Call Center Agent Scorecard – How to Measure Call Center Performance


Call Center Agent Scorecard – How to Measure Call Center Performance

Besides sales numbers, there are other important metrics that can help a call center improve its performance. The average handle-time is the first. This metric is used to determine how long agents spend working on each task and whether they are on track to reach or exceed their quota. It is important to remember that this metric is not based upon the number of calls received per hour. However, it does not necessarily reflect the level of service. It is an indicator of how quickly an agent responds to customer queries.

call center measure performance

Measuring Number and Quality of Active Calls

Another important call center metric to consider is the number and quality of active and in-waiting calls. The number and quality of calls in the queue are indicators of an agent’s availability. The agents’ stress load will be higher if there are more active calls than waiting calls. This ratio can be measured separately for each agent so that managers are able to adjust their staffing accordingly. Agents that have too many active and awaiting calls will be unable to service customers.

Measuring Call Abandonment

The number of abandoned calls is the third metric. It measures how many calls are left hanging up after an agent answers. A lower abandonment ratio indicates that customers are more satisfied. It also indicates efficiency in agents’ work. To improve customer satisfaction, a call center should aim to reduce this number. This is particularly useful for call center agents who provide excellent customer service. To gauge the performance of their agents, they should keep track of the average time it takes them for a call to be answered.

Measuring Efficiency

Call center efficiency is a key component of a successful company. You can ensure a positive customer experience by using the right metrics. Monitoring the service level of each agent is the best way to do so. A service level of 20/20 means that 80% (of all calls) will be answered within 20 secs. It can also give an indication of how long an agent spends answering the customer’s question.

Another important metric, you should monitor is the average time a customer takes to connect with an agent. This metric can help determine whether your agents deliver quality service or are at peak productivity. For example, if your average wait time is too high, it might indicate that you need to retrain your agents to be more responsive to customers. This requires you to understand what your customers want from you and what your agents do on a daily basis.

It is crucial to measure the performance of your call center by using the average hold-time metric. This will help you improve customer service. Customer service managers often aim to answer at least 80% of calls in twenty minutes or less. While it may seem trivial, this statistic can provide an important insight into the average length of a conversation. This metric can be used to manage workload and provide a positive customer experience. This can help managers improve efficiency and customer service quality in their call centers.

Boost Your Call Center Revenue Overnight

Pipes Ai is literally a plug and play system that you can have up and running in 2 days. We built Pipes Ai 4 years ago for our own call center and since then we have been perfecting it.

When you sign up our on-boarding team does most of the work sparing you oodles of hours and any heavy lifting.

We offer a month-to-month service and you can get started for as little as $ 500.

Whether you process 1,000 or 1 million leads per day, we have you covered. Go ahead and reach out to us and start to experience a more stress-free life with happy agents, and more top-line revenue.

Start Using Pipes Today

Get started in just minutes!

Make your ROI skyrocket

Book a demo

Fill out the form and one of our Pipes team will contact you!

    By clicking Get Started, I consent to receive phone sales calls and text messages – message and data rates may apply – from Pipes.ai on the landline or mobile number I provided even if I’m on a Federal or State do not call registry. I understand these calls may be generated using an auto dialer and may contain pre-recorded messages and that consenting isnot required to utilize our services.

    Ready To Start
    Turning Leads
    Into Revenue?