Productivity is the measurement of the amount of work we accomplish during a specific period of time.

Productivity is an essential aspect of our workplace. It is directly related to the success or growth of our business.

We need to learn the core 5 Things When Measuring Productivity in Call Centres.

In a call centre environment, a typical productivity measurement would be the number of customers serviced over a specific time frame.

But we cannot use this as data to form an accurate report for our organisation. We need to take a lot of other things into consideration.

Here are 5 Things When Measuring Productivity in Call Centres listed below: 

1. Hold Time

A lot of us take into consideration the hold time as a part of the call duration.

But that’s the wrong thing to do. Hold time can range anywhere from a minute to two despite the fluctuations.

We need to take into consideration the hold time with the help of call centre software. That way it will help in determining how the calls are actually faring for us.

2. Call Quality

Our call quality consists of many elements. Like the opening of our calls. Then how we end it. As well as how we respond to our customers. Plus the tone of our conversation. And finally, ask if they need any further assistance before we successfully end the call.

These are also some essential elements that matter when measuring productivity of the call centre agents. And that applies even though they may differ from agent to agent. A variety of call centre solutions can be of great help when we evaluate the call quality of our agents. This is more so when the call centre is huge.

3. Resolution Time

Resolution time is the amount of time taken for us to solve a query that comes from our customer.

Typically, a low-resolution time means we are serving their purpose efficiently. As well as solving our customers’ problems and queries within time.

A call centre software integrated for the organisation’s requirements will help evaluate the resolution time quite efficiently.


4. Escalation Rate

This refers to the time when we need to be transferred to a senior agent. Or to someone with superior authority. This is because the agent was unable to solve the query or provide the desired resolution for us.

If you see this repeatedly, then it needs to be taken into consideration.

That is even though it directly doesn’t have a correlation with productivity, it indicates that the agent does not have the required experience.

Or perhaps even, does not have enough training.

Tools like Healthy Business Builder’s Training can help with reducing escalations. They in fact empower agents to gather more information, fast.

And we also master the art of your objection handling techniques.

5. Abandon Rate

Abandon rate is nothing but the percentage of calls that are disconnected by the customer even before an agent answers.

Although it is a safe practice to exclude the calls that were abandoned within the first 5 seconds (normally indicating the customer incorrectly dialled your business), the ones that exceed this time are always considered.

A low abandon rate depending on the average industry rate (typically under 5%) means that the agents are handling the call volumes quite efficiently. A high abandon rate is, on the other hand, is not good for the organisation because it indicates dissatisfied customers and missed customer service or sales opportunities.

According to McKinsey, investing in the right tools will enable the organisation to improve skills of customer care.

Thus, using online tools or call centre solution software will positively impact the organisation’s productivity and also make it easier for managers to monitor the progress of their organisation.

Contact Healthy Business Builder today at 1300 833 574 to learn more about our Call Centre training solutions.


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