Call center productivity:

Call center productivity:7 essential matrices to track in 2022

The call center industry faces many challenges during a pandemic. The call center’s goal is to minimize the customer wait time and respond quickly. However, some essential matrices must track if you wish to hit your goal and satisfy your customers. These factors impact the productivity of your business, and you can get the best results if you track the matrices. Let’s explore more about call center productivity.

How to increase call center productivity?

Here we are going to discuss 7 Essential call center matrices tracks that play a significant role in the maximum growth of the business.

  1. Waiting time
  2. Average queue time
  3. Handling rate
  4. Customer contact quality
  5. Customer response time
  6. Abandonment rate
  7. FCR (first call resolution) and customer satisfaction

1. Waiting Time

Measure the average waiting time is the most critical metric. But you should keep it in mind, it should be neither too long nor too short. Keep balance and satisfy your customers. Not too much boredom on your agents that affects the calls. Besides this, the choice of the dialers plays a significant role in your call center waiting time. If you choose the wrong dialer option, your agents waste a lot of time between calls, wait for the next call, and take many times if dialling the number manually. So, pick the right dialer that best fits your business and save your time.

2. Average queue time

How long do your clients wait in the queue before attending their call? Customers irritate the waiting time, and they never wait more than 2 minutes. That is why the call center’s primary goal is to minimize the queue time. However, it is essential to diminish the queue time or choose some exciting tricks that make the customer happy, and they never feel bored if the wait time is extended. For this purpose, you can play IVR-like music that calms the customer or helpful information. A great IVR music or message system is the difference between abandonment rate and queue time. Moreover, you can give the callback option to your callers because customers get the facility of callback rather than waiting in the queue.

3. Handling Rate

The most critical factor in the call center operation measure is the average handling time. It is the time between starting the call to finishing the call. Moreover, it includes the talk time and time spent to wrap up. It is an efficient indicator along with cost per contact and call resolution. The handling rate varies according to business sectors. Call center organization has a goal to keep the average handling time as low as possible. You can write an effective agent script and train them to reduce this. Another way to make sure that you are routing your calls to the appropriate agents.

4. Customer contact quality

Customer contact quality is the call center metric that measures the agent’s performance. It increases client satisfaction when done perfectly. Besides this, it assists your call center in measuring the professionalism of your agents. To track this, you need a quality control specialist who analyzes the whole agent-customer interaction process. As well as analyze the appropriate call scripts, compelling customer data capturing, politeness, and give the correct information to customers. Besides this, you can use reporting method to measure the customer quality contact. Then, generate reports and keep an eye on contact quality to estimate the potential leads in the overall delivery of customer service. 

5. Customer response Time

Response time is the critical metric of the call center. The average response time is 80/20, which means that your call center answers 80% of inbound calls in 20 seconds. To enhance your service level, you could consider the answering call duration. Analyze what happens when agents connect with customers. Are agents ready to answer the calls? As well as they understand the customer requirements?

Train your agents with the correct information about a caller for custom-made discussion.

6. Abandonment Rate

When customers wait for a long time, they get frustrated and drop the call. This thing affects your abandonment rate. Poorly written IVR script, remaining time, worthless hold music, and complicated IVR options are triggered by the high call abandonment rate. Therefore, it is an important metric that you must measure to boost productivity.

7. FCR (first call resolution) and customer satisfaction

Numerous businesses consider FCR (First call resolution) as the most valued call center metric. In addition, research shows that FCR impacts customer satisfaction. The following formula can help you :

Calculation formula= Number of FCR calls/Total number of calls

It is important in call center productivity. High FCR improves customer satisfaction. Increase your FCR rate and enhance customer satisfaction. So, grab the customer’s attention by enhancing your first call resolution. You can analyze the average based on customer call reasons to improve this. Other than that, you can route the call to the appropriate person who is more skilled and resolve the customer queries better. When your business accomplishes customer satisfaction, it affects employee morale, performance, and revenue. Moreover, you can grow your business.


These are some paramount steps that can increase that are helpful in the call center productivity. These were some Attaining an excellent customer experience needs dedication and never leaving the critical call center metrics. Track the above metrics to enhance productivity and improve your business. Efficient agents perform their work well and are a high-performing asset for your business.

Author Bio

Ammara Ahmed is very sedulous and  a senior content writer for the blog of Dialer360. She is passionate about content marketing through her amazing materials. Ammara has helped many writers worldwide to grow in their careers. In addition, she has command of writing new technologies.


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