Agent productivity Formula

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Agent productivity Formula
Kindly advise on widely used agent productivity formula and what is the acceptable target of industrial standard????


Call Centre Helper

Answer for Agent productivity Formula
I think that what you are asking is Maximum Agent Occupancy.

Occupancy is Handle Time/ Total time and typically should not be much higher than 85%. If you go higher than this you get agent burn out and Average Handling Time, Hold Time and Wrap up time / After Call work (ACW) will all increase.

See section 5 of this article.

Outbound production calculation
Have a new manager who came up with the calculation to measure productivity based on total number of dials x aht/60 equals production. I have never seen this and don't agree. Any calculations for outbound production?


Call Centre Helper

How to measure productivity
That formula is wrong. That is factory logic and does not factor in the random arrival of calls.

Take a read of this article.

Agent Productivity
Occupancy, Productivity & Utilization...

What is the meaning of each one and how do we calculate them?


Call Centre Helper

The difference between Occupancy, Productivity & Utilization

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