Introduction to Outsourced Call Center Metrics | Definitions, Formulas & Key Correlations
This free eBook is an introduction to Outsourced Call Center Metrics including definitions, information on the importance of each metric & key correlations. A brief overview of each metric is listed below.
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Price per Inbound Contact is the total annual operating expense of the Call Center divided by the annual inbound contact volume of the Call Center.
Price per Minute of Handle Time is simply the Price per Contact divided by the average Contact Handle Time.
Agent Utilization is the average time that an agent spends handling both inbound and outbound contacts, divided by the number of hours spent at work.
Inbound Contacts per Agent per Month is the average monthly inbound contact volume divided by the average Full Time Equivalent (FTE) Agent headcount.
Agents as a % of Total Headcount is the Full Time Equivalent agent headcount divided by the total Call Center headcount.
Average Speed of Answer is the total wait time that callers are in queue, divided by the number of calls handled.
% Answered in 30 Seconds is the percentage of all incoming calls that are answered by a live agent within 30 seconds.
Call abandonment rate is the percentage of calls that were connected to the ACD, but were disconnected by the caller before reaching an agent, or before completing a process within the IVR.
Customer Satisfaction is the percentage of customers who are either satisfied or very satisfied with their contact center experience.
Net First Contact Resolution is the percentage of calls that are resolved on the first interaction with the customer divided by all calls that are potentially resolvable on first contact.
Call quality is typically measured on a scale of 0 to 100%, and includes such things as agent courtesy, professionalism, empathy, timeliness of resolution, quality of resolution, following the script, etc
Annual Agent Turnover is the percentage of agents (tier 1 and tier 2) that leave the contact center (voluntarily or involuntarily) on an annual basis.
Daily absenteeism is the average percentage of agents with an unexcused absence on any given day.
Agent Occupancy is the percentage of time that an Agent is in their seat connected to the ACD, and either engaged in a call or ready to answer a call, divided by the total number of hours at work (excluding break time and lunch time).
Agent Schedule Adherence is a measure of whether agents are in their seats ready to accept calls as scheduled.
New Agent Training Hours are the number of training hours (including classroom, CBT, self-study, shadowing, being coached, and OJT) that a new agents receives before he/she is allowed to handle calls independently.
Annual Agent Training Hours are the average number of training hours (including classroom, CBT, self-study, shadowing, etc.) that an agent receives on an annual basis.
Agent tenure is the average number of months the agents have worked in a particular call center.
Agent Job Satisfaction is the percent of agents in a Call Center that are either satisfied or very satisfied with their jobs.
Inbound Contact Handle Time for a live (telephone) contact is the average time that an Agent spends on the contact, including Talk Time, wrap time, and After Call Work Time.
The IVR Completion Rate is the percentage of contacts that are contained within the IVR, and resolved without the assistance of a live agent.
You may also be interested in our whitepaper The Five Most Important Call Center Metrics.