8 Contact Center Metrics to Focus on During Lockdown


Due to the Coronavirus pandemic, the focus has shifted from customers to employees. Organizations today are more worried about the health of their employees than about customer satisfaction. Enterprises that understands the importance of happy and valued employees are trying every trick in their satchel to make the contemporary situation a smooth ride for employees.

While organizations are leveraging remote working wholeheartedly, it is necessary that employees reciprocate with tantamount dedication and contribution. The good thing about the traditional workplace setup is that managers can look after the needs of agents and take them in confidence and bring the best out of them.

When working remotely without any supervision, employees often become lazy and start keeping things for the last minute. Dedicated employees leverage productivity tips to keep offer optimum performance but some employees just lose track.

When offering customer support, enterprises cannot afford cynicism or gloomy outlook of employees. Here we discuss a set of contact center metrics that will come handy when managing remote contact center agents:

Must Read: The Ultimate Guide to 30+ Contact Center Metrics

1. Agent Utilization

Agent Utilization and Average Handle Time are the two primary call center metrics to focus on when trying to measure an agent’s productivity. In simple words, agent utilization is defined as the ratio of work completed by the work capacity. For example: If a contact center agent is on call for 6 hours out of a nine-hour shift, then the utilization will be 66.66% for the day. (6 hours of work produced ÷ 9 hours of work capacity).

Calculating agent utilization for a month is a bit difficult because it then involves sick days and other variables like training time. The traditional formula for calculating agent utilization is:

call center metric for work from home

How it can help during Lockdown?

Measuring Agent Utilization can help organizations identify employees who are working efficiently and who are not. With clear information related to agent productivity, enterprises can take measures and ensure proper production hours.

Ignoring agent utilization can lead to issues like

  • Unattended customers
  • Agents being underproductive
  • Dipping quality of customer support

2. Average Delay of Delayed Calls

Average Delay of Delayed calls is the average duration for which the delayed calls were delayed. This is an important metric to quantify because it often has a great impact on overall customer satisfaction. A long waiting time can upset customers and lead to churn. Average Delay of Delayed Calls is often calculated by dividing total delay of all calls by the number of calls that had to wait in the virtual queue.

Average delay of delayed calls is often referred to as latency and 220 ms is considered to be the upper limit for Average Delay of Delayed Calls.

Measuring Average Delay of Delayed Calls during Lockdown can help with

  • Proper allocation of agents to cater to the growing needs of the customer
  • Management of service requests raised by customers efficiently
  • Up-scaling of customer experience provided through contact centers

3. Net Promoter Score

Net Promoter Score is an int