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How to Measure Contact Center Agent Productivity and Five Ways to Boost It

Playvox

Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. Are agents working on what they are scheduled to do?

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Top Call Center Efficiency Metrics And How To Improve Them

Playvox

Average Time To Abandonment (ATA) This is the average length of time in the queue that a caller waits in before they abandon their call , sometimes referred to as average patience or average call abandonment rate.