A call center’s average calls per agent refers to the average number of calls that call center agents take within a given timeframe.
Finding the average calls per agent can help call centers determine if the current team is getting overwhelmed and needs more agents to handle calls more effectively.
What Metrics Help Determine a Call Center’s Average Calls per Agent?
Some metrics that help find the average call per agent include:
Calls per Hour (CPH)
This metric measures the call center agent’s productivity based on the average number of calls that the call center agent receives per hour. However, it also takes the agent’s wait time into account. Wait time refers to the period when the agent is waiting for a call to come.
As an example, suppose we have two agents who each handled 15 calls within an hour. However, Agent 1 did not have any wait time, while Agent 2 had a 30-minute wait time. Using this formula:
(calls handled) ÷ (login time – wait time) = Calls per Hour
We can determine that Agent 1 still averages 15 calls an hour while Agent 2 could average 30 calls an hour.
Average Handling Time (AHT)
The CPH, and thus the call center’s average calls per agent, are also determined by their average handling time. This refers to the amount of time spent handling one call. Three main factors go into the AHT:
- Average Talk Time: Time spent talking to the customer during the call
- Average Hold Time: Time spent putting the customer on hold
- Average Wrap-Up Time: Time spent wrapping up the customer concern after the actual call, such as by documenting the call details
Does the Average Call per Agent Metric Reflect the Agents’ Productivity?
Not necessarily. There are various possible reasons why the call center agents produce at a certain rate, which the call center management will also factor in. These considerations include:
- Agent’s Work Shift: The call agents may have been assigned to a busier or less busy shift, leading to fewer calls received during their time at work.
- Agent Training and Experience: The agents may be new to their job and have less experience handling calls, leading to longer handling times.
- Call Volume Spikes: Call agents might have to handle sudden or seasonal spikes in call volume, such as product recalls or holiday promotional events.
- Types of Calls Handled: Certain call agents may handle more complex customer concerns, which can also result in longer call durations.
Doing the Math
The metrics described here can be very helpful for improving your call center. You don’t have to figure it all out on your own, though. Partner with a professional like ROI Call Center Solutions and show your customers how you care about them.