The 10 Best Call Center Metrics To Measure Agent Productivity

When it comes to contact center metrics, you must remember that there are plenty of options. Which metrics do you choose, and how do you interpret them? How can you use the metrics consistently throughout your contact center? Is there a metric to track agent productivity? We'll answer all these questions and more in this blog post.

As a contact center manager, you must make multiple decisions (like hiring more agents or improving training) impacting your bottom line. The best metrics for a hosted call center solutions manager are determined by several factors: top-line and bottom-line impact, staff retention, employee morale, and trainer satisfaction. Metrics that measure agent performance are essential for tracking improvement moving forward.

Many call center telephony solutions are in the position to be able to follow specific metrics, such as average hold time or call quality metrics. But many managers need to take the time to understand these metrics and how to use them effectively.

1. What Is The Average Hold Time?

Track agent’s waiting time with cold call management software

The average hold time is one of the essential metrics for contact cold call management software managers. It measures how long an agent has been waiting for the next customer to speak with them.

The average hold time can help determine whether your agents have enough time to solve customer issues and provide an excellent customer experience. If the hold time is too high, then it could mean that your agents need to be more productive, or it could mean that there are too many calls in the queue for them to answer.

2. How High Is The Transfer Rate?

The transfer rate is another metric that helps determine how quickly your agents' transfer calls from one queue to another. This allows you to identify which agents need training or extra coaching on handling transfers to increase the productivity and efficiency of your contact center operations.

Metrics are used to evaluate, measure, and improve employees' performance in a business process or activity within an organization. No matter what kind of business you're working with, metrics can help you understand how well your system works, how effective your call center solution provider performs on the job, and whether those agents are actively improving their skills.

3. Metrics Are A Crucial Part Of Running A Thriving Call Center

To get the most boom for your buck, you need to know which metrics are important and how to use them. There are a few hosted call center solutions metrics that can help you measure agent productivity and effectiveness. One of them is the average hold time per agent: its metric evaluates how well agents handle customer calls. It's also an important indicator of how busy your agents are with each call and how many customers they can assist at any time.

4. Abandon Call Rate

The Abandon Call Rate calculates the ratio of customers who suspend before they reach an agent. These stats won't likely tell you much about an individual agent. You will tell you much about agent performance and productivity. If your Abandon Call Rate needs to be lowered, look for problems affecting all of your hosted call center solutions agents and see why they cannot get to your customers in time.

5. Customer Satisfaction

Customer satisfaction is crucial in determining whether or not your company can retain customers over time. The Customer Satisfaction Survey (CSS) is a great way to gauge how satisfied current customers are with their experience with your company and how likely they are to recommend it to others. The CSS has two parts:

• Customers respond to multiple-choice questions about their overall satisfaction with their experience with the company in question; and

• Customers evaluate each item on a scale from 1 (very dissatisfied) through 5 (very satisfied).

6. Obstructed Calls

The Obstructed Calls metric is the quantity of guests who were kept from arriving at a specialist. Impeded calls frequently happen during outrageous busy times, in which case guests would be provoked to call once more at a later time. On the off chance that this contact place metric is excessively high, it implies your representatives are losing the opportunity to help clients, who will probably need clarification on the off chance that they can't get the help they need.

If you're not gathering this KPI, it could be because you need more accessible specialists relegated to a shift. On the other hand, now is the right time to execute more client self-administration choices, so the less complex client issues can be taken care of without specialist support. One way or another, figure out how you can let loose your lines and specialists, so your clients aren't being dismissed.

7. Administration Level

Decide the specialists’ movement with administration level

The administration level is one of the contact community measurements that action specialist execution continuously as specialists accept calls. It's a level of calls replied to within a particular number of seconds.

Utilize this measurement to decide whether specialists are moving rapidly enough, starting with one call and then onto the next. Urge your representatives to keep this KPI inside your average reach. Were you battling with a lower Administration Level measurement? Considering the labor force, the board, and staffing might be an ideal opportunity.

8. Reaction Time

At the point when you measure specialist efficiency, one of the most outstanding contact community measurements to survey your group of specialists is their typical Reaction Time. This contact community metric computes the specific time it accepts calls to be replied to inside a particular period.

Assuming this measurement is excessively high, it might imply that your representatives need to move faster and your clients are standing by too lengthy on hold. See what's holding them back from getting the telephone quicker. Something as basic as further developed work apparatuses could assist with lessening their typical Reaction Time.

9. Normal Handle Time

One of the main ways of estimating contact focus specialist efficiency is through the Normal Handle Time metric. This is the typical time when a client starts the contact until they detach with the specialist, including hold time and move time. It additionally incorporates the specialist's after-contact work.

Average Handle Time is a contact community metric with subtlety to it. At the point when your representative's Handle Time is excessively lengthy, it might imply that they're battling with client issues or coming up short on a grip on the most proficient method to answer concerns. However, assuming the specialist's standard handle time is excessively short, it might imply that they aren't offering genuine help, surging the client through, or not listening completely. Utilize quality administration programming to screen call quality and ensure every one of your bases is covered.

Center around preparing and giving the devices they need to answer client questions rapidly. Give them all the data they need at the snap of a mouse, so they can arrive at their KPI objective.

10. Client Experience

A positive client experience is a complete method for estimating contact focus specialist execution. However, you can likewise gauge the expense of an unfortunate one.

While numerous call center solution provider measurements can uncover regions where your representatives need to improve, the consumer loyalty score is the most immediate measure to let you know if your contact community offers the help your clients need. At last, this is what's going on with the progress of your image and your association.

A decent client experience is not entirely set in stone by after-call reviews, albeit other contact place measurements, for example, Net Advertiser Score, might be remembered for the evaluation. If your group is excelling on this measurement and successfully settling client issues, it's a legitimate reason for festivity and prizes!

As a contact place supervisor, you could have a general feeling of how well your representatives are doing even before you check the measurements out. Notwithstanding, by estimating contact focus measurements and explicit key execution markers, you'll have the option to pinpoint your triumphs and areas of progress.

Assuming you're hoping to unify your KPIs in one spot and make contact focus dashboards to impart to your groups and specialists, Playvox could be the arrangement that meets your requirements. 

Conclusion

The metrics in good call center management software need to be used properly. As technology evolves, call center metrics will continue to grow, but always remember that productivity is about customer service and sales. Check out Aavaz FreePBX, as the call center suite helps you effectively communicate with your clients. Plan a demo today!