Home - How To Quantify Call Center Metrics?


How To Quantify Call Center Metrics?

Measuring Average Handling Time

How to quantify call center metrics? Identifying the average handling time (AWT) is an essential first step. It shows how long it takes to answer a customer’s question. Ideally, your AWT should be below 30 seconds. A shorter AWT means agents can handle fewer calls, and higher FCR means customers are getting the right care the first time. For your business, this metric is an essential one to track, as it will help you plan for increased staffing levels.

Measuring Average Resolution Time

The average resolution time (AHT) is an important call center metric. The shorter the AHT, the higher the customer satisfaction. It is counter-intuitive for agents to rush through calls, but it is imperative for call center success. The average resolution time is the total number of calls answered and divided by the number of calls received. In order to find out whether the average resolution time is too long, compare it to the national average.

Measuring Average Number of Calls per Agent

Another important metric to measure is the average number of calls per agent. A high level of agent availability indicates a busy center. Low availability can indicate a lack of staff and a higher volume of calls. However, low availability could be a sign of a lack of resources. This is an effective measure of how efficient your call center is, since it will let you know how many customers you have handled and the amount of money they generated.

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?