What is call center analytics?

 

Are you managing a call center, then it is important to pay more attention to call center analytics. In this process, you follow to break down client information with the goal of revealing important information related to Your call center. Following are a few call center analytics that you should be tracking.

 

Average Handle Time (AHT) is the average time spent by an agent on a call. It is the total time spent on calls divided by the total number of calls. AHT is a key metric for call centers because it is a measure of the efficiency of the call center. A low AHT indicates that agents are spending less time on calls and more time on other tasks. A high AHT indicates that agents are spending more time on calls and less time on other tasks. A low AHT is desirable because it indicates that agents are spending less time on calls and more time on other tasks. A high AHT is undesirable because it indicates that agents are spending more time on calls and less time on other tasks.

 

 

Call Abandon Rate is the percentage of calls that are abandoned by customers before they are answered by an agent. It is calculated by dividing the number of abandoned calls by the total number of calls. A high call abandon rate is undesirable because it indicates that customers are not satisfied with the service provided by the call center. A low call abandon rate is desirable because it indicates that customers are satisfied with the service provided by the call center. A high call abandon rate is undesirable because it indicates that customers are not satisfied with the service provided by the call center. A low call abandon rate is desirable because it indicates that customers are satisfied with the service provided by the call center.

 

 

 

Call Back Rate is the percentage of calls that are answered by an agent. The call center software can automatically calculate it.   It is calculated by dividing the number of calls answered by an agent by the total number of calls. A high call-back rate is desirable because it indicates that customers are satisfied with the service provided by the call center. A low call-back rate is undesirable because it indicates that customers are not satisfied with the service provided by the call center. A high call-back rate is desirable because it indicates that customers are satisfied with the service provided by the call center.

 

 

Call Center Occupancy is the percentage of time that an agent spends on a call. It is calculated by dividing the total time spent on calls by the total time spent on calls and other tasks. A high call center occupancy is undesirable because it indicates that agents are spending more time on calls and less time on other tasks. A low call center occupancy is desirable because it indicates that agents are spending less time on calls and more time on other tasks. A high call center occupancy is undesirable because it indicates that agents are spending more time on calls and less time on other tasks. A low call center occupancy is desirable because it indicates that agents are spending less time on calls and more time on other tasks.

 

 

Call Center Utilization is the percentage of time that an agent spends on a call. It is calculated by dividing the total time spent on calls by the total time spent on calls and other tasks. A high call center utilization is undesirable because it indicates that agents are spending more time on calls and less time on other tasks. A low call center utilization is desirable because it indicates that agents are spending less time on calls and more time on other tasks.

 

 

The average call abandonment rate is the percentage of calls that are abandoned by customers before they are answered by an agent. It is calculated by dividing the number of abandoned calls by the total number of calls. A high average call abandonment rate is undesirable because it indicates that customers are not satisfied with the service provided by the call center. A low average call abandonment rate is desirable because it indicates that customers are satisfied with the service provided by the call center. A high average call abandonment rate is undesirable because it indicates that customers are not satisfied with the service provided by the call center. A low average call abandonment rate is desirable because it indicates that customers are satisfied with the service provided by the call center.

 

 

 

SLA, or the Service Level Agreement refers to the time you take to deliver a solution to the customers.

 

 

Average time in queue is the average time spent by a customer in the queue before being connected to an agent. A high average time in queue is undesirable because it indicates that customers are not satisfied with the service provided by the call center. A low average time in queue is desirable because it indicates that customers are satisfied with the service provided by the call center. To reduce the average time in queue, you can use call center software that has a built-in IVR system. IVR systems can help you reduce the average time in the queue by routing calls to the right agent. IVR systems can also help you reduce the average time in the queue by routing calls to the right agent.