8 Best Call Center Metrics to Measure Agent Productivity

50% of customerssay companies need to seriously improve the customer support and service they offer. That’s nearly half unsatisfied customers.

Meaning: with better customer support, you can increase your chances of converting more buyers into loyal customers. To add, an excellent experience typically succeeds in growing your referrals and positive word of mouth.

那么这个问题是：你的支持足够好还是需要工作？一种准确回答这个方法的方法是看看你的呼叫中心度量标准。

With too many inbound and outbound call center metrics to track though, it can all get confusing easily. So we’ve put together this guide to run you through the best customer service metrics you need to track and why.

我们将讨论以下内容：

• How Is Call Center Productivity Measured?
• 8 Call Center Metrics You Should Track to Measure Agent Productivity

Let’s get started.

How Is Call Center Productivity Measured?

63.64% of the respondents we surveyed have an in-house call center and 36.36% of our respondents outsource their call center.

And when asked how important a call center is to their customer service strategy, a staggering majority of 75.8% said it’s very important to them.

The rest (24.24%) think call center is important, but there are other significant channels in their customer service strategy.

Circling back to how these experts measure their call center productivity, we found that HubSpot and a centralized dashboard solution such as what Databox offers are the top software used for measuring customer service reps’ productivity.

In fact, 1 in 3 companies uses a centralized dashboard that aggregates data from different sources for monitoring their call center’s productivity.

As for the call center metrics they track, we learned that AHT (average handling time) is the most important metric in measuring a call center’s productivity. This is followed by Average Time in Queue, Average Call Abandonment Rate, and Service level (percentage of incoming calls answered within a certain period of time).

8 Call Center Metrics You Should Track to Measure Agent Productivity

Now for the top outbound and sales call center metrics you need to be tracking, here’s your go-to list, followed by the details:

1. 平均手柄时间
2. Time spent per call
3. First call resolution
4. Percentage of unattended calls
5. Calls blocked
6. Number of agents per hour per call
7. Conversation to close
8. Volume and quality of work

1. Average handle time

The average handle time (AHT) stands at the top of inbound call center metrics to measure.

For instance, atLocal Furniture Outlet, Aaron Masterson comments this is the most important metric that they focus on for tracking agent productivity.

Masterson解释说：“我们使用质量保证软件跟踪我们代理商的呼叫质量和回复。AHT确定了我们公司通过我们公司所致的每个电话的平均时间。“

“This time is usually measured from when our agents pick up the call till it ends. The average handle time can be hard to track sometimes, and that is why we set a range of time spent on each call from different customers,” Masterson outlines.

That said, both too long and too short handle times come with their downsides. Masterson points out: “When an agent’s average handle time is too long, it’s an indication that they struggle with finding solutions to problems that customers present to them.”

On the flip side, “having an average handle time that is too short also indicates that the agent is unable to offer real solutions or answers to customer requests,” in Masterson’s words.

克里斯·格赖尔克AdQuickapplauds the same metric too. Their focus? Make it a point to build connections with customers.

“While we prefer our customers’ concerns are handled efficiently, we believe that increasing the effectiveness of our call center comes down to making connections and bonds with our customers,” as Gadek puts it.

Admittedly, this approach to customer support is what wins companies loyal customers who typically return to buy from them. And while some calls might take long, they pay off in terms of repeat sales and referrals provided the customer leaves on a satisfied note.

As for how to measure productivity with this metric, Gadek observes a mindset shift helps here.

“If employees treat customer service as a chore or something that needs to get done rapidly, the results may be less than satisfactory.

However, if they take the time to create a casual conversation with the customer throughout the process of helping them, then a connection is made, making the customer feel closer to our business.”

In short, Gadek writes, “An open conversation increases the likelihood that the issue is resolved and that they’ll use our services again and again.”

同样,”得到更有效的结果our call agents, we provide adequate training and tools that help make their jobs seamless and efficient,” Masterson shares. “We ensure that agents gain access to all information they need at the click of a mouse.

As a result, our agents were able to meet set KPI goals at the end of each month. Customers also provided excellent feedback concerning how much help our agents gave by meeting their needs in record time.”

Related:15验证减少平均支持票响应时间的方法

2.每呼叫花费时间

其中AHT是追踪的入站呼叫中心度量标准，呼叫的时间是销售的时间或outbound call center metrics测量。

RexTheme’sC Shakhawat Sultan赞扬跟踪它。“每次呼叫的时间'是我个人习惯于激励自己和我的团队的公制。我用它的方式是我拿了一个目标，我会和客户交谈，至少比上次呼叫更多2秒。这次冲动帮助我坚持了客户而不是绞死。

And the moment I hit 50 secs with a customer, the chance of closing that sale went up to 60%. Again, if you see an agent is making tons of calls but not getting sales, then checking the ‘time spent per call’ is crucial.”

“If the average time spent is very low, then the agent is not efficient and either needs more training or needs to be replaced,” Sultan advises.

“If the time spent is longer, then a QA has to listen and find out where he went wrong that stopped him from closing the sale. And then quick guidance on improving his approach will result in those sales.”

3. First call resolution

“对于我们的电子商务业务，首次呼叫解析（FCR）是最重要的呼叫中心指标，因为它使我们能够深入了解我们的代理商的生产力，我们的培训实践以及我们的客户满意度目标，”斯蒂芬光线评论Nolah Mattress。

“For any business, consumer satisfaction is everything, and tracking and optimizing FCR can make for far happier customers. Nobody wants to call back multiple times or have their issue escalated up the ladder, so ensuring agents are resolving issues the first time is key.”

For every follow-up call required to resolve the issue, customer satisfaction drops by 15%. Besides, first-time call resolution can also help reduce the call center’s operating costs,” adds Tim Stumbles ofOffice Timeline。

简而言之,“一个强大的货代显示了团队的能力deliver the right answer quickly and provide exceptional service, which increases overall customer satisfaction” according to Stumbles. “And if a customer has to call back multiple times to get their issues resolved, it’s important to take measures to eliminate this.”

Here again, you need to ensure you provide agents with adequate training and tools for optimizing this call center metric.

为此,光指出:“货代也在进行l because it tells us how effective our call center training practices are, and whether we need to take a serious look at our onboarding and continued development.”

“Quick resolution for our customers depends on knowledgeable, highly-trained agents, so if FCR starts to slip, that’s a sign that business leaders need to invest in stronger training,” concludes Light. “Better onboarding and continued training mean more productive agents, which boosts customer satisfaction – it’s all connected.”

At Office Timeline too, Stumbles shares they take the same educational approach. They also prioritize telling agents that the FCR is being tracked and their performance is evaluated on its basis.

In Stumbles’ words: “We provided training to our call center agents to help them gain experience in a wide variety of practice scenarios to ensure they can confidently handle any call they might receive.

After we’ve made tracking First Call resolution a priority for our team, it really helped improve our call center agents’ productivity—we’ve noticed FCR rates go up. Our agents understand that their First Call Resolution performance is being evaluated, so they are more proactive. They are ready to go the extra mile to solve an issue the first time around.”

The takeaway? Before pointing fingers at an agent’s productivity, look inward. Ask yourself: are you providing agents with adequate training, resources, and tools?

4. Percentage of unattended calls

Although how long it takes to resolve an issue and how many calls it takes are important call center metrics, it’s crucial to look at this number too.

“I personally focus on the percentage of calls unattended to measure the productivity of my team members,”Netcoins’Ayelen Osorio.

“The reason I track it is because if it’s too high, then we aren’t helping all our customers It may result in customers being frustrated and losing valuable sales,” Osorio highlights.

“So, after looking at the KPI statistics, I begin to narrow down reasons why the lines are going busy. Based on the causes, I work on strategies that improve the availability and productivity of my agents.”

那么跟踪这个呼叫中心度量的如何帮助Osorio的团队？简而言之，它有助于提高药剂的生产力。

“I noticed that many agents were taking personal calls during office hours, which was one reason for the higher rate of busy lines. So, I called a meeting and asked everyone to hold each one accountable for their partner besides.

如果这个系统有效，那么就会出现奖金。幸运的是，这个想法是成功的，每个人都更专注于表现更好。此外，一旦奖金介绍，它也灌输了员工之间的健康竞争。“

5. Calls blocked

您需要跟踪的领先出站销售呼叫中心度量标准之一是阻止的呼叫数。当客户认为数字是垃圾邮件时，呼叫通常被阻止。

Says John Li of无花果贷款, “The most important measure of our agent productivity is the number of calls blocked because we never want our clients to receive a busy tone.”

“Since a blocked call means there aren’t enough agents and all the queues are full, if this number goes above 1% we know we need to make some changes to help boost our team’s productivity including retraining, increasing queue capacity, and adding more members to the team,” explains Li.

更不用说，这里再次赋予呼叫中心代理商，支持推动其生产力可以提供帮助的支持工具。

Related:16 Proven Ways for Increasing Inbound Sales Calls

6. Number of agents per hour per call

“I focus on call center agent productivity by measuring the number of agents per hour per call,” shares写道Krittin Kalra.

“我这样做是因为每次呼叫每小时的代理越多，呼叫中心就越高。这种指标帮助我识别需要改进的区域。

例如，我注意到呼叫中心没有将其SLA [服务级别协议]达到每小时每次呼叫的代理数量。我对呼叫中心的调度过程进行了更改，以确保呼叫中心符合其SLA。“

To add, you can also focus on learning and training resources to improve their average call handle time. The better and the faster they can handle customer queries, the more calls they can take per hour, boosting overall call center efficiency.

RexTheme’s C Shakhawat Sultan agrees the number of calls per hour is one of the most important sales call center metrics to track. Sharing their experience, Sultan writes, “A few years back, I used to be part of an international call center, where I started as an agent and then climbed up the hierarchy to eventually become an operations manager.”

“从一开始就是”每小时的电话号码“是一个禁智的人。很简单。你对越多的人，越来越能转换。“

“When I was an agent, I had to make on average, 80-120 calls per hour, which resulted in 3-5 sales per hour (worth $50). But the day I had fewer calls made, even 1 call below 80, the numbers were literally half,” Sultan goes on.

7. Conversation to close

This aligns with the point made above. And it’s the metric theParamountQuoteteam shares as their leading call center metric that they track.

Tim Connon elaborates, “We measure calls, where our agents talked with a potential client for more than 5 minutes depending on the number of sales, closed compared to the number of calls longer than 5 minutes we can identify if things need to be improved.”

“So if an agent took 10 calls over 5 minutes long and closed at least 2 sales this shows us a 20% close ratio,” Connon adds. “Then we take this metric and scale it over the rest of the call center and that is how we measure agent productivity.

If our call center maintains a 20% close ratio this is good data for the company. Their average premium sale is expected to be over $50 so if they manage 1 out of 2 sales with this premium amount this is good agent productivity.”

“If it is below this results in bad agent productivity,” Connon points out. “This impacts agent productivity because the numbers show a trend so our agents know on average to expect these metrics which gives them peace of mind thinking of it as a numbers game when they have peace of mind it comes through their tonality resulting in more sales.”

Put simply, don’t just track sales call center metrics on your own – loop in call center agents too as the ParamountQuote team does. This ensures agents have a goal to work towards and measurable KPI (or metric) to track to understand how they’re performing themselves.

Related:呼叫跟踪：9追踪入站呼叫的专家方法

8. Volume and quality of work

最后，在我们最好的客户服务指标列表中，我们justin kunst的建议。Kunst股票LiveVox, they have a three-pronged approach.

Explains Kunst, “When thinking about agent productivity, we approach it from three perspectives:

• What is the volume of work the agent accomplished?
• What is the quality of the work the agent accomplished?
• Is the agent getting better over time?

“Volume of work is straightforward – how many customer interactions did the agent complete in the last interval, and what was the average handle time? Knowing those values gets us to occupancy.

And then we break out by channel: SMS, email, chat, social, voice. But, those metrics don’t tell us anything about our agent’s experience or our customers’ experiences.”

Kunst continues, “More important than volume is quality. This gives us insight into the customer experience. We use conversation analytics to automatically score successful outcomes where the customer question was answered or their issue resolved, and whether it counts as a first call resolution.”

At the same time, Kunst points out “We look at customer satisfaction scores and customer effort scores to help us understand the customer’s perception of our service. And we gather and track NPS to make sure we are always headed in the right direction for our customers.”

“Finally, we try to understand the agent’s experience. This may be the most important of all, as it is a leading indicator of our future customers’ experiences. In addition to simply talking to our agents, we look at trends for all of the above metrics over longer intervals.”

“通过使用日期匹配这些曲线，我们推出了新的代理工具或增强了我们的客户自助选择，”昆司解释说明我们知道我们是否能够赋予我们的代理商来提供优秀的服务。“

“We also consider our agent training and agent scripts when looking at trends to know if we are giving them the information necessary to continuously level up.”

Monitor Your Most Important Call Center Metrics in Databox

简而言之，跟踪我们今天共享的所有这些呼叫中心指标只是测量代理生产率的一部分。另一部分？分析数据以识别模式。

To add, it helps to talk to your agents to learn their experiences, roadblocks, and requirements. Don’t forget, reviewing your training literature is of utmost importance.

The first place to start though: tracking your call center metrics. An excellent way to do that is to create aDatabox customer support dashboard在一个屏幕上显示所有关键性能指标。

This way, you wouldn’t have to look at different places to analyze call center agent productivity. Not to forget, having all the data laid out in one place means you can easily recognize meaningful patterns in performance.

Thinking it’s too much work setting up and maintaining a dashboard? Think again. With Databox, all data is automatically updated – no work is required from your end.

您所要做的就是插入DataBox仪表板中的数据源。beplay体育appios我们的呼叫中心度量标准软件将其从 - 创建和自动更新视觉上接合仪表板。

But you don’t have to take our word for it.Try Databox for freeand you’ll see for yourself.