Home - What Are Some Call Center Productivity Metrics?

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

What Are Some Call Center Productivity Metrics?

Customer satisfaction is an important metric to focus on. The higher the satisfaction rate, the better. In fact, the goal of every call center should be to solve 100% of the customer’s problem on the first contact. Another important metric is average speed to answer. This metric measures how long agents take to answer calls. Customers don’t like to wait and aren’t likely to buy your products if they have to wait in long queues. To calculate average speed to answer, divide total waiting time by the total number of calls answered.

Another important metric to track is average handle time. This measure includes hold times and after-call tasks. A high number means that your agents are inefficient. These metrics can also be used to set benchmarks for your team and to determine agent training needs. A low average handle time may indicate that your agents are understaffed or not being trained properly. The best way to improve this metric is to set targets for your agents, as high values indicate a lack of availability.

Another important metric to track is customer effort score. This measures how much effort an agent expends to resolve a query. In a perfect world, this number should be very high. However, this metric can be inaccurate. It can be affected by many factors, including shift changes and seasonal call volumes. Therefore, it’s important to make sure that you have a realistic expectation of your agents’ ability to resolve the queries of your customers.

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?