Call Distribution by Agents
Since the biggest challenge faced by any call center is the volume of calls that need to be handled, the number of calls that an agent attends to is a basic but important metric of performance. This report gives you (the admin) a clear idea of the number of incoming and outgoing calls that were answered by each agent.
Call Distribution by Agents
How to interpret this metric
From this report, analyze the ratio of the number of incoming to outgoing calls for the month. Now look at the agents who have handled the most incoming and outgoing calls respectively. More importantly, identify the ones who fall short of meeting the set targets of the average number
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The possible reason for some of the agents performing better than the rest could be that they spend lesser time per call, keep each call precise, and move on to the next call quickly.
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The agents who have answered the least number of tickets might be slower because they spend too much time on a given call or have limited knowledge of the product.
How to act upon your insights
The active agents are the ones who need some form of acknowledgement to help them feel valued and keep up their current pace
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Incentivize the most active agents with gift cards or acknowledge them during team huddles.
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For the ones who aren’t contributing enough, ask them not to spend more than a certain period of time on a given call. Also suggest some ways for them to learn the product or service more thoroughly.