Call center productivity will always play a vital role in boosting your call center’s growth. The more productive your agents are, the better their output, which ultimately leads to higher revenues.
But with everything that takes place in a call center, measuring employee productivity rates can seem challenging. Fret not since we are here to help clear some of the doubts you might be having in mind. In this article, we’ll cover the vital call center productivity metrics you can use to measure productivity.
First Call Resolution Rate
The First Call Resolution Rate metric is used to measure how many customers had their issues resolved on the first call. In the event that the first call resolution rate is high, you can rest in knowing your employees are being productive and helping resolve the customer’s problems without the need for multiple interactions.
But if a customer has to call repeatedly to get an issue resolved, your employees aren’t doing the best they can to serve your customers the first time they contact your call center. The first call resolution rate is a good indicator of the overall productivity of your call center and individual agent performance.
Service Level
Service level is a call center productivity metric defined as the percentage of calls answered within a given time threshold. For instance, most call centers strive to attain 80/20 service level, which means that the call or contact center plans on answering 80% of calls within 20 seconds.
Keep in mind you can easily measure the percentage of calls answered within a threshold using the formula:
Service Level = (Total Calls Answered Within Threshold / Total Calls) * 100
A high service level means you’re responding to your customers fast, and they don’t have to wait long for a call center agent to tend to their queries.
Other essential call center productivity metrics you should know about include Average Speed of Answer (ASA), Percentage of Blocked Calls, Occupancy Rate, Cost per Call, and Abandonment Rate, to mention a few. It is then that you can maximize your call center productivity.