Call Centre & Productivity Matters

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The most common and important performance indicators when it comes to call centre metrics can be reduced to a handful. However in order to get a better feel of the actual performance in the bigger picture, it may be useful to have a range of data available at least quarterly such as:

• Service level • Abandon call rate • Answering speed • Average call time • Calls handled per hour • Average wait time • Agent occupancy rate • Agent schedule adherence

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All the data above is important, however after all the data has been collected it is important to separate actionable and non-actionable data and identify the statistics that pinpoint what needs improving to push day-to-day performance.

• Average hold time • Average wrap time • Customer satisfaction (survey results) • Agent attrition rate • First contact resolution ratio • Agent utilisation rate • Average cost per call • Average cost per resolution • Repeat calls rate