The seven most important call center performance metrics for call centre agents to track.

Typical Roles in a Call Centre – With Job DescriptionsOrganisations must assess and report on the productivity and effectiveness of contact centre personnel in order to ensure that the contact centre effectively handles client inquiries. Contact centre agents have access to a variety of internal tools, such as workforce management software, automated call distributors, and quality monitoring software, with which they can trace, record, and monitor their progress and performance.

This compilation of essential call center performance metrics can serve as a guide for contact centre management teams when measuring and reporting on the performance of call centre agents.

Average handle time

Customers want their concerns to be managed and resolved efficiently, but they don’t want to feel rushed. It is the responsibility of management teams to investigate agents with AHT discrepancies, whether they are higher or lower than average, to ensure that those agents are managing customer interactions appropriately.

Observation of quality

Quality monitoring occurs at the time quality assurance teams or administrators evaluate phone calls from agents based on a variety of criteria, such as customer engagement, problem resolution, and policy and procedure adherence. The quality monitoring process is at its most effective when a supervisor can listen to an audio recording of a call in addition to viewing a video recording of the agent’s screen interactions.

Call control

During the call monitoring process, the quality analyst or administrator should assess how well the agent managed the call’s flow. Some difficult conversations may take longer, which is acceptable so long as the agent needs the additional time to resolve the issue the caller was experiencing.

Customer fulfilment is essential.

Agents are able to monitor customer satisfaction. The metrics used to measure customer satisfaction should focus on the aspects of client interactions that are most directly within the agents’ control, such as their politeness, courtesy, and effectiveness.

Observance of the timetable

Schedule adherence quantifies the extent to which representatives adhere to their timetables. With regard to this metric, management teams must ensure that agents arrive and depart on time and take their breaks at the prescribed times.

Unavailable time

The term “unavailable time” refers to the interval of time when agents are unable to accept incoming calls. To determine when agents are unavailable to work with customers despite management’s wishes, it is necessary for management teams to distinguish this status from agents’ break times and training periods.

When management teams analyse the performance of call centre agents, these metrics can provide a fair evaluation and ensure that agents efficiently and cost-effectively address customer issues. Following the evaluation of the metrics by the management teams, there will be follow-ups. To ensure that management teams resolve performance gaps and recognise outstanding accomplishments, follow-ups include coaching, training, and recognition.

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About the Author: Rachel

Rachel Mitchell: A seasoned journalist turned blogger, Rachel provides insightful commentary and analysis on current affairs. Her blog is a go-to resource for those seeking an informed perspective on today's top news stories.