Measuring the Efficiency of Your Call Center
When determining the efficiency of your call center, it’s important to know how much time is spent on each task. For example, your occupancy rate shows the percentage of calls that are handled by agents. You can also measure your transfer rate to see how long your agents spend on each task. Then, you can use the average hold time as a tool for managing your workload. The higher the average hold time, the more productive your agents are.
Measuring Call Abandonment
Another important metric to monitor is the number of calls that are abandoned in the queue. If this number is high, then your agents may have trouble handling customer requests. The number of callers who reach an automated voice recording is an indicator of low agent productivity. An agent’s average time spent on each task is also an indicator of poor customer satisfaction. An agent who handles a high volume of calls should be trained to handle this volume of calls quickly.
Measuring Average Call Time
Another metric to watch is the average call time. This is one of the most important measures for call centers. This number measures how long customers must wait before they can connect with an agent. Most call centers track this number daily, weekly, and annually. This KPI can also show the number of busy signals that agents are receiving. In general, this metric should be low, but it can be misleading. Despite its popularity, it can be an indicator of a weaker call system or excessive call length.
