Home - How To Calculate Call Center Metrics?

Share on facebook
Share on twitter
Share on linkedin
Share on email
Articles

How To Calculate Call Center Metrics?

The first question to ask yourself is how to calculate call center metrics. This can help you measure the productivity of your team. A busy signal is the number of calls that are on hold for an extended period. You can use an IVR or auto-transfer to reduce this, but you should still consider balance between customer satisfaction, cost efficiency, and budget. There are many metrics to consider, including the volume of calls handled in real time, average resolution time, and average call wait time.

One metric to monitor is active and waiting calls. This metric measures the number of calls that are in queue and fluctuates from moment to moment. It is essential to track this metric in real time. You can also measure it for individual agents. If you have a high active and waiting call percentage, this could be a sign that your agents are overwhelmed or are not providing quality service. To calculate this quotient, divide the total number of calls by the number of agents in your call center.

Another metric that call centers should monitor is average resolution time. Shorter resolution times are directly related to customer satisfaction. It is therefore imperative to cut down this metric without sacrificing quality. The metric is calculated by dividing the total time spent on each call by the number of incoming calls. The longer the average time, the higher the quality of the service. You can also monitor your agent’s productivity by listening to their calls and taking notes.

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?