Call Center Agent Utilization

There’s no doubt that running a contact center successfully requires a constant balance between agents and customers. While most contact center managers focus on elevating agents’ productivity to keep customers happy & reduce costs, they often over-pressurize the agents leading to high attrition. According to the HDI report, if your call center agent utilization rates are approaching 60–70%, it means you’re pushing agents too hard, causing burnout and high turnover. 

With the call center agent utilization metric, you can gain insights into the productive time spent (i.e. what percentage of agents’ time goes in handling customer calls). By measuring agents on the basis of reasonable expectations, it helps to keep them happy which can contribute to productivity enhancements. As the agents aren’t overtaxed, they work efficiently that plays a key role in elevating customer satisfaction too!

Moreover, the call center agent utilization metric is directly related to the cost per call metric. A low agent utilization represents that agents are sitting idle, leading to a higher cost per call. With effective call center agent utilization, it becomes easy to ensure that the money is being used efficiently.