Agent productivity is defined by the median duration consumed by an Agent in handling calls with customers. If on average, an agent spends 4 minutes on a call, we can approximate that the agent probably takes anywhere from 60 to 70 calls a day while working. But if the agent is already well informed and has a transcript for basic problems customers face, that would mean the agent can finish a call earlier than usual, implying that they would be able to take at least 80 – 100 calls in a day, making their productivity rate more. In simpler terms productivity in the terms of agent productivity equals to the number of calls an agent can receive.
To calculate Agent productivity, many factors need to be taken into consideration. But there is one simple formula that can be used to see and get a basic percentage of agent productivity in an organization. It’s called occupancy rate, and it is a way of measuring how much time an agent spends working on customer duties. The formula for calculating the productivity is: (Total Output / Total Input) x 100 = Labour Productivity
To understand the formula better, let us take it apart one component at a time:
Example: A customer representative or Agent has an eight-hour shift, that is basically the total time an agent is spending in the office, meaning their input. Out of the 8 hours the agent spends about 6 hours talking to customers, making it their output. Then to calculate their productivity:
6/8 = 0.75*100 = 75% Productivity
This means that on an everyday basis, 75% of your agent’s or customer support representatives time is spent doing their job, such as talking to clients or customers, and 25% of their time is spent on other activities that have nothing to do with work.
Organizations often do agent productivity in order to figure out if they have hired the right agents as employees and if their work is up to the standards that the organisation has. The harsh truth of the matter is that over half the employees in an organization give their minimum effort required and change their company as soon as they get a slightly better offer.
The reason why improving agent productivity is important is because productive employees help your company earn money, while unproductive employees create losses for your company. But beyond impacting company profitability, productive employees also improve values, increase customer satisfaction, and create a good culture in the company.
In particular, call centre productivity is interlinked with positive customer experiences and satisfaction. That is because the best customer experiences aren’t just based on extremely good quality service, but also on completing the service in a timely and proper manner.
For example, a productive agent or customer support representative would answer a call rapidly and solve the customer’s problem in a matter of minutes, which basically equals to increased customer satisfaction. The key to good customer satisfaction is being quick and informative, and that requires agent productivity.
There are many KPI that a call centre can manage, the list is as follows:
1. Time to Answer: How long does it take for an agent to answer a customer's call
2. Abandon Rate: Calls that are disconnected without having helped a customer in answering their questions.
3. Call Handling Time: How long does it take the agent to complete the call and give a solution to the customer.
4. First Call Resolution: Number of times it only took one call to resolve a customer's problem.
5. Transfer Rate: How many times did the agent have to transfer the call to someone else.
6. Idle Time: Amount of time an agent takes after the completion of a call to finish the work from that call
7. Hold Time: Time taken by an agent to remove a customer from hold and speak to the customer.
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