Calls Handled per Representative

Calls Handled per Representative

KPI Details

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.

KPI Definition

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.

KPI Best Practices

• Agents cross-trained to handle multiple call types to minimize transfers
• Use visual aids for call flow types and FAQs to support representatives mid-call
• Use standard data input templates for after-call work to reduce cycle times
• Accurate capacity planning to prevent overstaffing

KPI Calculation Instructions Calls Handled per Representative?

Two values are used to calculate this KPI: (1) the total number of calls handled by call center representatives, and (2) the average number of call center representatives working for the company over the same period of time. To calculate the average number of call center representatives, add the number of representatives at the beginning and end of the measurement period, and divide that number by 2. Only include calls answered (inbound) or dialed (outbound) by call center representatives in this calculation. Do not include calls resolved within the IVR/VRU system in this calculation.

KPI Formula :

(Total Number of Calls Handled / Total Number of Call Center Representatives)