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Performance Management

Best Practices on using contact center metrics, reports, dashboard and key performance metrics (KPI) to optimize customer service

Which Workforce Management Metrics Do You Track?

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Workforce management metrics track a number of issues vital to the success of a contact center. Some attention should be paid to tracking all of them as they relate to performance efficiency and customer satisfaction. But if that is not always possible, these are the metrics that should receive the most scrutiny.  

Average Handle Time (AHT)
One of the most significant factors in staff calculations is the center’s average handle time, or the transaction time from the customer’s initiation of the call.

Average Talk Time (ATT)
Productivity is impacted by calls that take too long to resolve.

Average Speed of Answer (ASA)
This metric also has a direct impact on the number of abandoned calls, all of which represent potential missed sales or customer support opportunities.

After Call Work (ACW)
Often misinterpreted as non-productive time, ACW should be measured as a percentage of total handle time and adjusted accordingly.

Labor Costs/Staffing
Decisions on how many agents to schedule per shift affect both customer service and company budgets, so any data that helps clarify the needs of the call center can greatly improve efficiency.

Schedule Adherence
How closely does the work shift align with the schedule prepared in advance?

Forecast Accuracy
Even forecasts that are on the mark may eventually need to be re-assessed based on changing company or market conditions.

If you would like to learn more, we invite you to watch a short video about how to track key workforce management metrics in real-time from a single dashboard.


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