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Call Center Performance

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Five9 is a leading provider of cloud contact center software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually.

Standard Call Center Metrics

There are many standard traffic measurements (performance metrics) that can be performed on a call center to determine its performance levels. However, the most important performance measures are:

  • The average delay a caller may experience whilst waiting in a queue
  • The mean conversation time, otherwise referred to as Average Talk Time (ATT)
  • The mean dealing time, otherwise referred to as Average Handling Time (AHT - equal to ATT plus wrap-up and/or hold time)
  • The percentage of calls answered within a determined time frame (referred to as a Service Level or SL %)
  • The number of calls / inquiries per hour an agent handles (CPH or IPH).
  • The amount of time spent while an agent processes customer requests while not speaking to a customer (referred to as Not Ready time/NR, or After Call Work/ACW, or Wrap-Up.)
  • The percentage of calls which completely resolve the customer's issue (if the customer does not call back about the same problem for a certain period of time, it is considered a successful resolution or FCR - First Call Resolution).
  • The percentage of calls where a customer hangs up or "abandons" the call is often referred to as Total Calls Abandoned or Percentage of calls abandoned. Calls are often abandoned due to long hold times when a call center experiences a high call volume.
  • Percentage of time agents spend not ready to take calls, often referred to as Idle Time.
  • Quality Assurance monitored by a quality assurance (QA) team.

Additional Resources on Call Center Performance

First Call Resolution

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Five9 is a leading provider of cloud contact center software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually.

Call 1-800-553-8159 to learn more about Five9