* 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 metric can indicate poor in-call processes for account verification or problem definition, as well as inadequate representative training, which can lead to bloated average handle times and sub-par customer satisfaction. Poor customer service and low satisfaction are direct causes of customer attrition.
The average amount of talk time (i.e., agent on the phone engaged with caller) required to handle a single incoming customer call. This number does not include after-call work, hold time, or time that the customer spends in the IVR/VRU menu prior to speaking to a representative.
Two values are used to calculate this KPI: (1) the number of seconds a call center representative spent on the phone talking to customers, and (2) the total number of calls that call center representatives handled over the same period of time. Include both inbound and outbound calls in this calculation. Do not include hold times, transfers or any after-call work performed in this calculation. Do not include calls resolved within the IVR/ VRU system in this calculation. Do not include hold times or after-call work in this calculation.
(Number of Seconds Representatives Spend Engaged with Caller / Total Number of Calls Handled)
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 af...
KPI Type : Productivity
Formula : (Number of Seconds Spent on After-Call Work / Total Number of Calls Handled)
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