Calls Handled per Representative

Benchmarking Report

Calls Handled per Representative

This PDF report includes benchmarking data (in a visual, chart-based format), an comprehensive KPI definition, characteristics of high performers and technical details on measuring Calls Handled per Representative - a critical measure of call center efficiency. Purchase and download this easy-to-understand, presentation-ready report immediately to compare performance levels, set attainable performance targets, and push towards best-in-class performance for this KPI.


What is Calls Handled per Representative?

The total number of calls handled (inbound and outbound) by customer service or call center representatives divided by the total number of representatives working for the company over a certain period of time.

Why should Calls Handled per Representative be measured?

This KPI measures the productivity and efficiency of call center representatives and call handling practices. A low value for this metric can indicate poor in-call processes for account verification or problem definition, a lack of representative training or poor call routing procedures, all of which can adversely impact customer satisfaction. A low value may also indicate that the Call Center is overstaffed with representatives, causing higher labor costs. Excessive hold times and unnecessary after-call work exacerbate the issue and prevent representatives from moving on to perform other higher valued tasks.


Download a Sample Calls Handled per Representative

Frequently Asked Questions

Q: How do you collect and validate your data?

A: From real-world consulting engagements with Fortune 500 leaders. We’ve spent 25 years conducting original research and anonymizing data from our engagements with top companies around the world. Every single data point we collect is scrutinized by our analysts to conform to established baselines and our rigorous in-house validation process. We won’t serve it up to you unless it meets our tough standards for utility and value.

Q: How much information will my Benchmarking Report contain?

A: Enough to produce a useful benchmark. And rest assured that it’s all current, validated, and useful. We only include data that’s been collected in the last five years. And while sample sizes vary by KPI, the average is 25, and the high end can surpass 1,000.

Q: How often do you update your reports?

A: Every year. We’re constantly gathering, scouring, and processing new data. We update our reports based on trends our analysts detect in the data, as well as the demand from our consulting clients and customers like you.

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