7 Key Takeaways to Master Call Center Productivity
- Call productivity means how efficiency agents are using their name
- Agent productivity in a call center focuses on individual performance
- Use the productivity formula that is output/input
- Track call center agent productivity metrics like AHT and calls per hour
- Calculate the productive hours correctly for accurate measurement
- Use call center productivity tools and calculators for automation
- Continuous training and monitoring will help to improve productivity
Productivity is one of the most important factors in running a successful support and sales operations. Understanding the call center productivity metrics will help you a lot to control costs, improve customer service and improve customer service and boost profits no matter if you want to manage a small team or a large contact center.
In simple words call center productivity means how efficiently your agents are handling the calls.
In this complete guide you will learn
- Call center productivity definition
- What is agent productivity in call center
- How to measure the productivity
- Productivity call center formula
- How to improve productivity
Get Free Quotes
Customized Options Await
What Is Call Center Productivity? Simple Definition Explained
Call center productivity is the measurement of how efficiently call center agents are using their time to handle the customer interactions and achieve the business goals. In simple terms, productivity, and performance shows how many calls agents are handling, how quickly they resolve all the issues, how much time they spend actively working and how efficiently they are using their shift hours.
Understanding Agent Productivity in a Call Center
The agent productivity concept is referring specifically to individual performance. It will show how productive each agent is during their working hours.
It also includes number of calls handled, average handling time, talk time, after call work time and productive hours
Understanding how to measure the call center and agent productivity will help managers to identify high performers and areas that need improvement.
Top Call Center Productivity Metrics You Must Track
To measure call center agent productivity metrics, you must track the right data. Below are some of the most important productivity metrics.
- Average handle time, this will measure how long an agent takes to complete one call.
- Calls handled per hour, it shows how many calls an agent answers within one hour
- Occupancy rate, this will my year how much time agent spend handling the calls
- First call resolution, it indicates how many issues are solved in the first interaction
- Productive hours, this will measure how many hours agents spent actively working versus idle time.
- Service level, this will track how quickly calls are answered
- Adherence to schedule, this will show how close the agents follow their assigned schedules
The Powerful Call Center Productivity Formula Explained
Understanding the call center productivity formula is very important for accurate measurement.
Basic productivity formula of call center is
Output/Input
In a call center the output is the number of calls handled or issues resolved.
While input is total working hours
For example if an agent handles 80 calls in eight hours then productivity is equal to 80/8 = 10 calls per hour.
Step-by-Step Guide: How to Calculate Agent Productivity
Let's have a look at a step-by-step breakdown of how to calculate agent productivity in call center
- Step one you have to calculate total working hours
- Then subtract the break idle time
- Count the calls handled
- And then at last apply the formula.
This is how agent productivity in call centers is easily calculated.
How to Calculate Productive Hours in a Call Center
To measure agent productivity in the call center correctly, you must calculate the productivity accurately. The productive hours include talk time, after work and customer follow up. It does not include any break time, training time, idle time on meetings.
Productive hours formula = total shift time - break time+ Idle time.
Knowing how to calculate productive hours in a call center will help to improve the scheduling and planning.
How to Measure Productivity in a Call Center the Right Way
To fully understand how to calculate productivity in call center, you should combine the multiple metrics.
- Make sure to use daily and weekly productivity call cent reports often for individual performances.
- Compare the performance across the teams.
- You have to check and balance the speed, accuracy and customer satisfaction
Call Center Efficiency vs Productivity: What’s the Difference?
There are so many people who confuse call center efficiency and productivity.
Productivity is all about how much work is done while efficiency is all about how well the work is done.
Let's have an example to get a better understanding. Let's say an agent handling so many calls but with poor quality is productive but not efficient. The goal is to improve call center efficiency and productivity together.
Best Call Center Productivity Tools & Smart Solutions
Modern call productivity tools will help to automate the tracking and improve performance. Here are some of the common call center productivity solutions that include
- Automatic call distribution systems
- Workforce management software
- Real time dashboards
- Performance analytic tools
- AI powered reporting systems
- Call center productivity calculator software
Call center productivity calculators will help the managers quickly to measure the calls per hour, occupancy rate and productive hours. Using the right call to productivity tools will reduce the manual errors and also save time.
How To Increase Productivity In A Call Center
If you are thinking about how to increase call center productivity in call center then here are simple practical steps
- Make sure to provide proper training.
- Improve the script, clear and simple call scripts reduce the call duration
- Use technology, automation reduces the repetitive tasks
- Set clear goals
- Make sure to monitor performing regularly
Proven Strategies to Increase Productivity in a Call Center
To increase productivity, the managers have to focus on both people and processes. For that they have to avoid over staffing and understaffing, reduce the idle time, encourage motivation and reward high-performance agents, improve work environment and provide feedback. If you follow these steps consistently then you will improve calls center productivity significantly.
Long-Term Strategies to Improve Call Center Productivity
Short term improvements are good but long-term growth can require the proper strategy. For that you have to analyze data regularly, use the workforce forecasting, make sure to focus on customer experience and upgrade the systems. Also the continuous training and skilled development increases the efficiency.
Why Call Center Productivity Matters for Business Growth - Final Wrap
Understanding call and productivity is not complicated if you follow the right approach. Start by learning a call center productivity definition, track the correct metrics and use a clear productivity formula for the call center. When you know how to calculate the productivity in a call center and apply the smart improvement strategies you will increase the call center productivity, reduce the cost and also deliver better customer service. By consistently measuring , analyzing and improving your calls center ability of long-term success
Boost Agent Performance with Prime BPO
Struggling with low agent productivity in your Call center? Prime BPO offers advanced productivity tools, performance tracking and also the proven strategies to increase efficiency and customer satisfaction. Get in touch with Prime BPO and transform your call center today
Get Free Quotes
Customized Options Await
FAQS
What is productivity in a call center?
Productivity in a car that means how much work agents complete during their working time. It also shows how many calls they answer, how fast it resolve the problems and how well they use their working hours
What is the 80 20 rule in call center?
The 80/20 rule means. 80% of the results usually come from 20% of the efforts. In a call center this can mean 20% of agents handle 80% of the top performance. 20% of customers create 80% of the calls. And 20% of problems calls 80% of the complaints.
How to improve productivity in call center?
You can improve productivity by giving proper training to agents, using better call center software, reducing long times, improving call scripts and monitoring the performance daily.
What is the formula for call productivity?
The formula is productivity is equal to total calls handled/total working hours.