Call centers rely on customer-facing agents to Call Center KPIs handle inquiries efficiently and completely while keeping customers at the forefront. With this set of call center KPIs, businesses can understand agent performance at the team level or the agent level.
Directors and managers can use this insight to motivate higher levels of performance or correct any deficiencies. In addition, they can use this data to celebrate team successes and reward top performers.
Agent Utilization Rate
Customer service can be a labor-intensive job; businesses need to make sure team members are using their time efficiently. With the agent utilization phone number list rate, call centers can assess the productivity of their teams.
You can get an estimate of agent utilization rate by dividing the amount of work performed by work capacity. So if an agent works six hours of an eight-hour day, the agent utilization rate would be 75%.
Adherence to Schedule
Adherence to schedule is a productivity-related call center metric that assesses how well agents manage their on-the-job time. High schedule for sites with a classic approach adherence means agents are focusing most of their energy on addressing customer issues. Many find an adherence rate of 80% to be a good target.
Calls Answered Per Hour
Understanding how many calls your agents answer per hour is a good measure of productivity. However, you must keep in mind that this Call Center KPIs number can fluctuate due to seasonal call volumes, shift changes and other factors.
Average Speed of Answer
With this critical metric, organizations can assess average speed of answer (ASA) — how long it takes for agents to answer a waiting call. When this metric belize lists is too high, it can mean that agents are taking too long on calls or taking too much time to pick up new calls.
At times, some motivation and coaching are all agents need to improve this metric. In other instances, new processes or work tools may be valuable.
