Call center agent performance metrics
Agent performance metrics track the progress of your workforce in aspects ranging from satisfaction to efficiency, and help in maximizing their performance. These are applicable to both inbound and outbound call centers.
Agent Absenteeism is the number of days agents are absent from work, expressed as a percentage of the total number of working days. Reporting absenteeism helps in understanding seasonal trends, workforce management styles, and accordingly optimizing staffing decisions.
Agent Attrition Rate
Agent Attrition Rate is the rate of shrinkage in size or number of employees through retirement, resignation or death. Agent attrition increases the workload for existing agents.
Agent Idle Time
Agent Idle Time is the time spent by agents waiting to answer calls. Idle time does not include After Call Work or Call Wrap-up Time. In an outbound call center, you can offer incentives to agents for staying on tasks, and thus ensure more leads are contacted.
Agent Job Satisfaction
Agent Satisfaction can be measured just like Customer Satisfaction using surveys. It is the percentage of agents that are satisfied with their work. Agent Job Satisfaction is a leading indicator for Annual Agent Turnover.
Agent Occupancy is another term for Agent Utilization (number of hours spent handling calls divided by number of working hours). It can influence metrics like Hold Time and Average Queue Time. High Occupancy Rate is an indicator for agent burnout as well.
Agent Schedule Adherence
Agent Schedule Adherence is calculated by taking the total time an agent's status is 'available' and dividing it by the time they are scheduled to work. Not adhering to schedule can increase missed calls and Abandon Rates which can in turn affect your SLAs.
Agent Status indicates how long are agents typically 'Available', 'On a call', doing 'After Call Work', 'Offline' or 'Away'. Agent status is used to measure productivity and efficiency.
Agent Utilization is the average number of hours an agent spends handling calls (inbound or outbound calls), divided by their number of working hours. Agent Utilization is a good indicator of agent performance and an even better indicator of agent burnout.
Annual Agent Turnover
Annual Agent Turnover is the percentage of agents who leave your call center in a year. This call center metric helps in planning and scheduling recruitment drives and agent training programs.