Calls Handled per Representative
Definition: The total number of calls handled (inbound and outbound) by Call Center representatives divided by the total number of Call Center representatives working for the company over a certain period of time.
Discussion: The Calls Handled per Representative (Daily) Key Performance Indicator (KPI) measures the productivity of each Call Center representative throughout a single work day. A ‘leading’ value for this metric is an indication that Call Center representatives are handling an appropriate amount of calls each day. However, be sure to compare this productivity KPI with customer satisfaction and first call resolution rate to determine if representatives who are handling a high volume of calls are also providing courteous and effective customer service.