Ways to Measure and Enhance Call Center Productivity

 

Call center productivity has a great role in the growth and development of a call center. The output will be better if your agents are highly productive. Better output ultimately contributes to higher revenues. However, the question is how to determine and measure the productivity of employees. Well, this is quite a challenging task for many call centers. 


What is call center productivity?

Productivity in general can be defined as the amount of input required to produce an outcome. In the case of call centers, the input can be the number of call center agents and the output can be the number of customer support tickets resolved in a particular period of time. 

 

If you are also among those who are struggling to improve call center productivity, you must read this blog to know the top call center metrics you can use to measure and improve call center productivity. 

3 Key Call Metrics to Measure and Enhance Productivity of Call Centers

First Call Resolution Rate (FCR)

First Call Resolution Rate, also known as First Contact Resolution Rate is an important KPI that helps to determine the number of customers who got their issue resolved on the first call itself. 

High FCR means call center agents are more efficient in handling customers’ issues in the right way. 

When issues are resolved on the first call, agents need not make follow-up calls and multiple interactions. This way they can save more time and focus on other customers. 

To calculate the FCR rate, follow the below formula-

(Number of issues resolved on the first call divided by the total number of calls) multiplied by 100

Average Handling Time (AHT)

Average Handling Time helps to determine how much time a call center agent spends on any work associated with the customer handling process.  The lower the AHT is, the better it is for the call center’s productivity. 

If AHT is higher, then it means that your agents are not efficient enough to manage their time on each call and resolve issues. However, it doesn’t mean that you should shorten the call handling time just to improve the average handling time. Offering quality service should always be the priority of customer service agents along with managing the call handling time. 

AHT is how much time a call center agent spends on any work related to customer interactions or engagements. This metric should be low—it means your agents are efficient in managing their time on calls and in actually resolving issues.

To calculate the AHT rate, follow the below formula-

(Total talk time + time spent on after call work) divided by the total number of calls

Abandonment Rate

The abandonment rate is also an important call center metric that helps to determine the number of customer calls that are left unanswered as a percentage of the total number of inbound calls. Long hold times are perhaps the key reason behind a high abandonment rate. 

Most customers leave a call before it reaches an agent or department due to long hold times. This results in a high percentage of abandoned calls, negative customer experiences, and missed opportunities. 

A low abandonment rate on the other hand, usually means that agents are more productive and can handle a large number of incoming calls. 

To calculate the Abandonment rate, follow the below formula-

(Number of Abandoned Calls divided by Total Number of Incoming Calls) multiplied by 100

Conclusion: 

So, these are some of the best ways to measure and enhance call center productivity. Nowadays, several tools are available in the market that are designed to help businesses track their productivity. One such tool is call center software for businesses. It comes with many features that help businesses in measuring various call center analytics, find shortcomings (if any), and improve overall productivity. If you are searching for the best tool, then you must consider HoduSoft’s, HoduCC call center software. It can be customized to meet unique business needs. For more details, visit- https://hodusoft.com/call-center-software/.

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