As the saying goes if you can’t measure it you can’t improve it and one of the biggest challenges a contact centre faces is the ability to measure agent productivity!

2. Copyright Business Systems UK Limited 2010
One of the biggest challenges a
contact centre faces is the
ability to measure agent
productivity. Why? – Because
there are different parameters
to take into consideration when
calculating this...
You are relying on
consolidating stats and data
from a number of different
systems and sources to
provide a single view of
productivity.

3. Copyright Business Systems UK Limited 2010
Different contact centres may
use different stats to measure
agent productivity - there is no
one size fits all approach which
can be applied.
The key - focus not just on the
measurements you can track
most easily, but ensuring your
metrics are valuable, provide
insight and fit in with your
organisations strategic goals.

4. Copyright Business Systems UK Limited 2010
In terms of service you might
look at areas such as
abandoned call rate and
average speed of answer. For
quality you may focus on phone
etiquette and product
knowledge. For efficiency you
may focus on measures like
customer on hold times and
agent occupancy.
Regardless of the areas you
agree to track to calculate
productivity, if you are
manually using information
gathered from multiple data
sources, it can get pretty
confusing and labour intensive
- with a chance of errors
slipping in along the way
potentially skewing the data.

5. Copyright Business Systems UK Limited 2010
Sound familiar? The good news is
there are others out there who
have managed to simplify this task
by implementing performance
dashboard technology automating
a lot of the laborious manual
processes..
This technology gathers the data
you need instantly from a
variety of sources including
ACD’s, switches, WFM systems,
CRM systems and more, to
create real-time charts and
performance dashboards
enabling key stakeholders to
make decisions more quickly
and efficiently than ever before.

6. Copyright Business Systems UK Limited 2010
Gone are the days of having a
single resource spending
countless hours collating data.
Picture this instead - data
streaming in on a dashboard
tailored specifically to what you
want to see constantly updating
as new stats are captured in
real-time.
The importance of agent
productivity cannot be
underestimated - it is a true
measure of how much value
your agents bring to the
organisation.

7. Copyright Business Systems UK Limited 2010
Don’t you owe it to your agents
and your business to be able to
truly show them the value they
add and in a way that allows you
to take instant action from real-
time insights?
for more information on
how our Vocal Insight tool
can help.