Call Center Agent Stats
Call center software compiles amazing statistics on agents and service levels. Each agent's results are aggregated to give a complete snapshot of the call center as a whole. This information is extremely valuable to call center managers and supervisors in their determination of proper staffing levels.
Most call centers operate under a somewhat arbitrary service level policy of 80/20 or 90/10. Service level is a measure of the amount of calls answered within a certain number of seconds. (Answered here means the caller is connected to an agent, not the they system acknowledges the call and puts the caller on hold with music or marketing messages.) Therefore, an 80/20 service level simply means that 80% of the calls are answered within 20 seconds. This is accepted as the de facto industry standard while management usually says its goal is to aim for the 90/10 goal.
Software generated reports contain a wealth of information and really allow users to quantatively compare agents against each other and against policy standards. The following list represents statistics that are typically available from call center software on a per agent, call center wide basis, or some measure in between:
- ACD Calls – simply the total number of calls received from the Automated Call Distribution system
- Abandoned Calls – number of callers that hung up before their calls were connected to an agent
- Average Abandon Time – average amount of time before callers hung up without waiting to be connected to operators
-
Abandoned Call Percentage – percentage of abandoned calls out of all calls
-
Average Answer Speed – how long before an agent answers a call that has left the call queue and been connected to his or her terminal
-
Average Talk Time – the amount of time an agent is connected to individual callers
-
Out Call Number – number of outgoing calls made on the line; this is especially useful in an inbound call center to track personal calls or the number of customers whose issues need following up because they are not being resolved during the initial contact
-
After-Call Time (also called Auxilary Time) – the amount of time the agent spends logged into the system, but not either actively on a call or available to take another call; this time is used to document the call with notes and instructions as to why the customer called, how the issue was handled, and instructions for other departments on what should be done with the account
-
After Call Percentage (also called Auxilary Percentage) – percentage of time the agent's terminal is in this state out of all the time the agent is logged into the system.
|
