We would like to receive some guidance regarding Customer Service or Call Center agents workload, how do you measure your agents workload, what factors do you consider when measuring workload?
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Thank you Mike!! This is useful, a simple way to measure, I like it!
When measuring our agents workload, they align with our SLAs (Service Level Agreements)
- Average Speed to Answer
- Call Handle Time
- First Contact Resolution
- Contact Abandonment
Our QA team provides feedback on how calls are handled, number of interactions, if they troubleshoot or not, or if they ticket and pitch it.
Great! Thank you! We are following a similar approach!<br><br>
Calls per agent - yes, as well as duration of them should be considered. To get an average time spent per agent on the calls and/or per customer.
The short answer is calls per agent per hour or (CPAH). However, the type of your business has a huge impact on the operation. some factors affect the call time such as call complexity, type of call, agent experience and technologies. 10 to 20 CPAH is a good number to keep in mind as an average but again, depends on your specific business.
-hope that helps!
Absolutely, this is multi variable and completely depend on each industry however I´m taking your inputs as a reference!<br><br>
When I was involved with call centers we measured their Available Time, plus Call time, plus After Call Work. We then used a percentage calculation against total time to determine their productive and available time. It was captured by our switch.