The metrics of a call center are key to ensuring that the customer experience meets the highest standards. Agents are the face of the company, so it’s vital that they are properly trained. There are several ways to measure the performance of your agents. For example, you can look at the average time it takes for an agent to answer a call, which reflects how well trained your agents are. Another important metric is the average time an agent spends on a call. This metric can be used to monitor the performance of individual agents, or to set a service level objective, or the goal to answer a certain percentage of calls within a specified amount of time.
Another important metric is the availability of agents. The availability of agents is a good indicator of how productive they are. For example, if an agent is only answering half of a customer’s inquiries, the average time for an agent to answer the remaining 50% is considered to be high. This can indicate an absence of agents, or an increase in traffic in those hours. However, the productivity of your agents will depend on the metrics that they track.
ASA measures the average time it takes an agent to answer a customer’s call. This metric helps you adjust your workload and increase customer satisfaction. For example, if your average hold time is over 30%, it is a sign that the agents are not meeting their targets. ASA will help you adjust your staff accordingly and boost customer satisfaction. In addition, it will allow you to monitor the time it takes your agents to answer a single phone call.