Legend
These metrics are typically tracked by contact center
managers. If you have any questions about how to calculate these numbers for
your operations,
contact us for guidance.
-
Number of Agents -
average number of agents working in the contact center and logged in to
computer systems at a given moment in time
-
Calls Per Hour Per Agent
- average number of calls handled by each agent
-
Cost Per Agent Per Hour
- average hourly rate for agents working in the contact center
-
Cost Per Agent-Assisted Call -
measure of contact center efficiency calculated by dividing total
operational costs
by total number of calls for a given period of time*
-
Reduced Seconds Per Call
- estimate of time saved by using screen pops in CRM**
-
Agent Annual Salary -
calculated based on hourly rate entered into the calculator and
assumptions below to assess
accuracy of hourly rate entered for agents in Cost Per Agent Per Hour field
Assumptions for calculations:
-
7 hour work day for a total of 1680 hours per year.
-
Cost per agent per hour does not include the cost of benefits packages
(unburdened).
-
Time saved assumes 1 second saved per digit not entered by the agent; in the
demo calculation, a 12-digit account number
is used as an example.
* Yankee Group (2008) has
estimated that the average agent-assisted cost per call in the contact center is $5.00 - 7.00. For the demo
calculations, a conservative estimate of $1.00 is used.
** Industry average is 10 seconds
based on screen pop on Automatic Number Identification (ANI) or
Dialed Number Identification Service (DNIS).
