* Is High or Low Best: Lower is Better
This KPI measures the productivity and efficiency of call center representatives and call handling practices. A high value for this KPI can indicate a lack of standard guidelines or procedures for after-call work. A high value also suggests that representatives are tied up with after-call work when they could be answering additional customer calls. Look to improve employee training, automate repetitive after-call tasks (emails, data entry, etc.) and perform after-call work specific coaching to reduce after-call work time in any call center.
The average number of seconds required to perform after-call work after a single call is completed over a certain period of time. After-call work, or wrap time, includes any time required after the phone call has ended to perform tasks to satisfy the customer's request or document the call (data input, filing paperwork, updating database, etc.).
Two values are used to calculate this KPI: (1) the total number of seconds a call center representative spent handling customer calls over a certain period of time, and (2) the total number of calls handled by call center representatives over the same period of time. Include both inbound and outbound calls in this calculation (although data for these call types should be segmented to allow for additional analysis). Include hold times, transfers and any after-call work performed in this calculation. Do not include calls resolved within the IVR/VRU system in this calculation. A call that is transferred from the original representative to another representative should be considered a separate call.
(Number of Seconds Spent on After-Call Work / Total Number of Calls Handled)
The average number of seconds required to handle a single call within the call center (includes inbound and outbound calls), including any after-call work and/or hold time that is required.
KPI Type : Productivity
Formula : (Number of Seconds Spent Handling Customer Calls / Total Number of Calls Handled)
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