List of Call Center KPIs [Efficiency/Productivity]
Setting KPIs for business improvement is important. We will introduce KPIs that are effective in improving the business efficiency and productivity of call centers.
① Operating rate
Utilization rate is the percentage of time that call center operators are actually working. It can be calculated as follows: Utilization overseas data rate = Business response time ÷ Working hours. Business response time is the sum of response time, hold time, post-processing time, and waiting time. If there are not enough operators, the utilization rate will be high, but if there are too many operators, the utilization rate will be low. If the utilization rate is 100%, the operators are working efficiently, but there is no time to rest, so the workload is heavy.
Average handling time (AHT) is the explain how marketing decisions can help maximize average time it takes to answer customer inquiries. I time and average post!-processing time lithuania phone number described below. AHT can be reduced! through operator education and accumulated experience. It is also possible to improve AHT by preparing manuals and introducing systems that improve work efficiency