Call Centre Productivity: How to Measure and Improve It

Zoom looks at what call centre productivity really means, how to measure it, and how to improve it in a way that benefits your team and your customers.

When customers are stuck on hold, agents are buried in repetitive tasks, and managers are scrambling to hit KPIs, something’s off. These aren’t just random issues – they’re symptoms of a bigger problem: low call centre productivity.

Improving productivity isn’t about rushing through calls or squeezing more hours out of your team. It’s about streamlining workflows, removing roadblocks, and giving agents the tools they need to do their jobs well.

What is Call Centre Productivity?

Call centre productivity is a measure of how efficiently your team handles customer interactions without sacrificing quality.

It looks at how well agents manage their time, how many conversations they handle, and how smoothly your systems and workflows support them.

A productive call centre resolves issues quickly, keeps customers happy, and supports agents with tools that reduce busywork and improve focus.

For example, if an agent can handle more calls in a day because they’re not manually logging every interaction or switching between five different tools, that’s a positive productivity gain for them and your customers.

How to Calculate Call Centre Productivity Metrics

To improve productivity, you need to measure it, and that starts with knowing which metrics matter. While every call centre has its own priorities, most teams rely on a core set of numbers to track performance across agents, teams, and time periods.

Productivity Metric	Formula	Target Benchmark
Average Handle Time (AHT)	(Talk Time + Hold Time + After Call Work) / Total Number of Calls	6 -8 Minutes
Agent Utilisation Rate	(Total Handle Time / Total Logged-in Time) x 100	75% to 85%
First Call Resolution (FCR)	(Number of Issues Resolved on First Call / Total Number of Calls) x 100	70% to 85%
Calls Per Agent Per Day	Total Number of Calls Handled / Number of Working Agents	40-60 Calls
Occupancy Rate	(Total Time on Calls + After Call Work) / Total Available Time x 100	75% to 85%
Average Speed of Answer (ASA)	Total Wait Time for all Answered Calls / Number of Answered Calls	Under 20 Seconds
Service Level	(Number of Calls Answered Within Target Time / Total Calls Answered) x 100	80% to 90%
Call Abandonment Rate	(Number of Abandoned Calls / Total Inbound Calls) x 100	Under 5%
Customer Satisfaction (CSAT)	(Number of Positive Survey Responses / Total Survey Responses) x 100	80% +
Cost Per Call	Total Operating Costs / Total Number of Calls Handled	Varies by Business

Below, we’ve included some of the most useful call centre productivity formulas with hypothetical examples to help you get a clear picture of what’s working and where there’s room to improve.

1. Agent Utilisation Rate

Formula: (Total handle time ÷ Total logged-in time) × 100

This shows how much of an agent’s time is spent actively helping customers — whether on calls or doing related work like post-call notes.

If this number is too low, it might signal overstaffing or idle time; too high, and your team could be stretched too thin.

Example: If an agent is logged in for 8 hours and spends 6 hours taking calls or doing after-call tasks, their utilization rate is (6 ÷ 8) × 100 = 75%.

2. Average Handle Time (AHT)

Formula: (Talk time + Hold time + After-call work) ÷ Total number of calls

AHT helps you gauge how long it takes to resolve customer issues from start to finish. It’s a key metric for understanding efficiency and forecasting staffing needs — the lower the AHT without hurting quality, the better.

Example: If an agent spends 4 minutes talking, 1 minute on hold, and 2 minutes on wrap-up work, AHT = (4 + 1 + 2) ÷ 1 = 7 minutes per call.

3. First Call Resolution (FCR)

Formula: (Number of issues resolved on first call ÷ Total number of calls) × 100

High FCR means agents are resolving issues without the customer having to call back — which is a win for customer experience and call centre efficiency. It usually leads to higher satisfaction scores and fewer repeat calls clogging up the queue.

Example: If 85 out of 100 calls are resolved the first time, FCR = (85 ÷ 100) × 100 = 85%.

4. Calls Per Agent Per Day

Formula: Total number of calls handled ÷ Number of working agents

This metric gives you a quick snapshot of workload per agent. It’s useful for staffing plans, performance tracking, and spotting imbalances in the queue.

Example: If your team handles 500 calls in a day and you have 10 agents working, then 500 ÷ 10 = 50 calls per agent.

5. Occupancy Rate

Formula: (Total time on calls + After-call work) ÷ Total logged-in time × 100

Occupancy rate tells you how busy agents really are during their shifts. A healthy range is often between 75% and 85%, any higher can lead to burnout, and lower might suggest inefficiencies.

Example: If an agent spends 5.5 hours on calls and wrap-up out of a 7-hour shift, occupancy = (5.5 ÷ 7) × 100 = 78.6%.

6. Average Speed of Answer (ASA)

Formula: Total wait time for all answered calls ÷ Number of answered calls

ASA measures how quickly customers are connected to an agent. Long wait times increase frustration and abandonment. Keeping ASA low is critical to meeting expectations for fast service.

Example: If 200 calls waited a combined total of 1,000 seconds, ASA = 1,000 ÷ 200 = 5 seconds per call.

7. Service Level

Formula: (Number of calls answered within target time ÷ Total calls answered) × 100

Service level tracks how often your team meets defined response time targets — like answering within 20 or 30 seconds.

It’s often tied to SLAs (Service Level Agreements) and is one of the clearest indicators of team performance.

Example: If 180 out of 200 calls are answered within 20 seconds, service level = (180 ÷ 200) × 100 = 90%.

8. Call Abandonment Rate

Formula: (Number of abandoned calls ÷ Total inbound calls) × 100

When customers hang up before speaking to an agent, it often points to long wait times or poor queue design. A high abandonment rate means you’re losing opportunities to help and to retain customers.

Example: If 25 out of 500 inbound callers hang up before being helped, abandonment rate = (25 ÷ 500) × 100 = 5%.

9. Customer Satisfaction (CSAT)

Formula: (Number of positive survey responses ÷ Total survey responses) × 100

CSAT gives you a direct view of how happy customers are with their support experience. It ties your team’s productivity back to what really counts: customer perception and loyalty.

Example: If 120 of 150 post-call surveys are rated positively (usually 4 or 5 out of 5), CSAT = (120 ÷ 150) × 100 = 80%.

10. Cost Per Call

Formula: Total operating costs (such as agent salaries, software licenses, telecom costs, training) ÷ Total number of calls handled

This metric breaks down your spending per interaction. It’s helpful for budgeting and for identifying whether your cost-to-serve is sustainable — especially as volume or headcount grows.

Example: If you spend $25,000 a month on salaries, software, and overhead, and your team handles 5,000 calls, your cost per call = 25,000 ÷ 5,000 = $5 per call.

5 Benefits of Call Centre Productivity For Businesses

Call centre productivity drives better results across your business. From faster issue resolution to more motivated agents, the benefits reach far beyond just handling more calls.

1. Enhances Customer Satisfaction

Happy customers mean repeat business, positive reviews, and a stronger brand reputation.

When call centre productivity improves, agents can handle calls more efficiently, answer questions faster, and resolve issues on the spot without unnecessary transfers or hold times.

For customers, this means getting the help they need without jumping through hoops or waiting forever. They feel valued and understood, which builds trust and loyalty.

2. Helps With Customer Retention

When your call centre operates productively, customers don’t get stuck in long queues or bounce between agents.

They get consistent, accurate answers quickly, which builds trust and reduces frustration. For customers, this means feeling valued and confident that their issues will be resolved without hassle.

For call centres, higher productivity means fewer repeat calls about the same issue, less time spent dealing with urgent, unexpected problems, and a stronger reputation for reliability.

This directly impacts customer loyalty, happy customers are far more likely to stick around, spend more, and even recommend your business.

3. Saves on Operational Costs

A productive call centre may reduce the need for extra staffing during peak hours and bring down overtime spend.

It may also lower expenses tied to repeated calls and follow-ups, since problems get resolved faster the first time.

This ultimately translates into significant cost savings without sacrificing service quality. Every minute an agent spends productively on calls is a minute that directly supports your customers, and your bottom line.

Keeping operational costs in check while maintaining high service standards is a win-win for everyone involved.

4. Improves Agent Morale

When call centres run productively, agents aren’t stuck juggling confusing systems or dealing with endless backlogs.

They can focus on helping customers efficiently, which lowers stress and burnout. Feeling capable and supported makes agents more confident and satisfied in their roles.

Happy agents are more engaged, stay longer, and deliver better service. That creates a positive cycle, productive workflows help agents feel valued, and valued agents create better customer experiences.

So boosting productivity isn’t just about numbers; it’s about building a healthier, more motivated team.

5. Reduces Customer Wait Times

Nearly 80% of customers expect short wait times when they contact customer service, but this only happens about 60% of the time, according to a report by Morning Consult. Cutting down the time customers wait on hold is a major win for everyone involved.

For customers, shorter wait times mean less frustration, less chance they’ll hang up, and a better overall experience.

When customers get quick access to help, they feel valued and respected, which boosts satisfaction and loyalty.

For call centres, lower wait times signal that agents are handling calls efficiently, balancing workload without overload. This reduces the risk of abandoned calls, which saves the business lost opportunities and revenue.

Causes of Low Call Centre Productivity

If productivity is lagging, there’s usually more than one thing to blame. From broken workflows to burned-out agents, here are the most common issues that hold teams back.

• Outdated processes: When agents have to click through multiple screens, repeat questions, or log data manually, it slows down calls and increases handle time.
• Understaffing: Too few agents leads to long queues, rushed conversations, and burnout — even your best agents can only do so much.
• Low agent morale: A lack of recognition or support makes agents disengaged, which leads to lower performance and more errors.
• Distracting work environments: Loud backgrounds, interruptions, or poor remote setups make it tough for agents to focus and work efficiently.
• Lack of leadership support: Without strong guidance or clear communication, agents are left guessing, slowing down decisions and service.
• Inadequate agent training: If agents don’t fully understand the tools or customer needs, they’re more likely to fumble or escalate unnecessarily.
• High agent turnover: Frequent turnover means constant retraining and fewer experienced agents, which drags down overall productivity.

Old technology: Legacy systems that crash, lag, or don’t integrate well force agents to waste time on basic tasks instead of helping customers.

Tips to Improve Call Centre Productivity

Improving productivity means giving agents the right tools, support, and structure to work smarter. Here are a few actionable ways to boost agent productivity and keep things running smoothly.

Define and Establish KPIs

Pick three to five core metrics tied to your goals, like average handle time, first contact resolution, and customer satisfaction.

Set clear benchmarks, then build dashboards that let agents and team leads track them in real time. Review them weekly in standups or one-on-ones so performance stays top of mind.

Continuously Train and Coach Agents

Block time every week for quick coaching sessions, even 15-20 minutes can help. Use call recordings or screen shares to walk through real examples, highlighting what went well and what could be done differently. Pair newer agents with mentors to reinforce learning on the floor.

Make Training Fun and Interesting

Turn long documents into interactive quizzes, flashcards, or short videos. Gamify training by setting up point systems or friendly contests with small prizes. You can also create “what would you do?” role-playing scenarios that mirror real calls.

Foster an Environment of Collaboration and Teamwork

Use a shared chat app for agents to ask questions and share tips in real time. Create quick daily huddles where agents can surface blockers and wins.

Recognize collaborative behaviour publicly, whether it’s helping with a tough customer issue or jumping in during a high-volume hour.

Take Advantage of Contact Centre AI Tools

AI can take a lot of the menial tasks off your team’s plate.

And it’s not just a trend, according to Metrigy’s State of AI in Customer Experience 2025 report, commissioned by Zoom, 73% of companies are experiencing the significant value of AI, such as chatbots, agent assist, and sentiment analysis to handle routine inquiries and retrieve information in real time.

That means faster support for customers and less pressure on your team.

Contact center productivity is more than just handling calls quickly — it’s about equipping your team with the right support, clear goals, and efficient workflows.

Tracking key metrics like handle time, service level, and first call resolution helps you monitor performance and spot areas for improvement. When your agents have the tools and structure they need, the customer experience improves, too.

This blog post has been re-published by kind permission of Zoom – View the Original Article

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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: Zoom
Reviewed by: Robyn Coppell