How AI Agents Transform Call Center Productivity: Key Metrics and Best Practice

The way we understand call center productivity has changed over time.

In the past, productivity was a basic calculation measured by calls handled against hours worked. But with the complexity of technology, this method has become a bit outdated.
It does not fit the current customer service environment today. But the begs the question, what does?

What does Call Center Productivity Look Like?

True call center productivity is not about the volume of activity. It is about the effectiveness of the entire operation. 

Modern call center productivity is made up of a few things. It typically combines operational performance, customer satisfaction, and employee well-being. 

This guide will break down the necessary components for success and effective call center productivity. It is built on a structure we call the Productivity Triad.

The 3 Pillars of Call Center Productivity

Three connected elements hold up high-level call center productivity. These are Operational Performance, Customer Experience (CX), and Employee Engagement.
Looking at these as separate goals is a planning mistake. Lasting success is possible only when these three elements work together.‍

Pillar 1: Operational Performance

This pillar comes down to how well your call center uses its assets. These assets include time, technology, and staff. 

They are used to meet objectives. This pillar in call center productivity involves more than just speed. It is about having smart and effective processes.

These simple processes cut out wasted effort. A high-performing operation makes certain agents have the right tools. They also need the right workflows. This helps them sort out issues quickly and well.

• Main attention: Improving workflows and managing staff numbers. Also, using technology to smooth things over.
• Common problems: A narrow attention to metrics like AHT can get in the way. It can cause agents to hurry.
• Objective: To set up a good system. A system where work moves smoothly. This cuts down on waiting time and gets rid of delays.

Pillar 2: Customer Experience (CX)

This pillar in call center productivity looks into the quality of your customer interactions. It also measures their success. It helps you figure out if you solve problems. It also shows if you create positive feelings about your brand.

A good customer experience can lead to more loyalty and revenue. When you sort out a customer's issue on the first contact, they are happier. This also cuts down on the need for more calls. This improves operational performance.

• Main attention: Sorting out issues on the first try (FCR). Also, checking up on customer happiness (CSAT) and building up long-term loyalty (NPS).
• Result: Each 1% improvement in FCR can bring about a 1% increase in customer satisfaction. It can also bring about big operational savings.
• Objective: To make each interaction a success. It should be straightforward. The customer should come away feeling valued and understood.

Pillar 3: Employee Engagement

Employee engagement is a very important pillar. It points out that agents are a central part of your operation. A positive work environment directly adds to higher productivity. A supportive one does too.

This leads to better service quality. Engaged agents have more motivation. Happy ones do too. They are more effective in their jobs. On the other hand, high stress and burnout really hold back performance and, in turn, are bad for call center productivity.

• Main attention: Carrying on with training and coaching. Also, building up a culture of recognition. And letting agents make their own decisions.
• The challenge: The call center industry deals with high agent turnover. The rates are often between 30% and 45%. This uses up resources for hiring and training all the time.
• Objective: To build up a culture that values its agents. It should also support and invest in them. This is a direct way to get to lasting productivity.

An Overview of Call Center Metrics

I. Customer Experience and Quality Metrics

1. First Call Resolution (FCR)

FCR measures the percentage of issues you sort out completely. This is done in just one interaction. A good FCR rate is between 70-79%.
A rate above 80% is considered top-tier. Improving FCR has a large financial benefit. One study showed that a 1% improvement in this call center productivity can save a medium-sized center $286,000 each year.

2. Customer Satisfaction (CSAT)

CSAT is a direct measurement of a customer's happiness with one interaction. You usually find this out with a post-call survey. The survey uses a 1-5 scale.
The score shows the percentage of customers who gave a rating of 4 or 5. For most industries, a good score is between 75-85%. The average is about 78% - this measures whether your low AHT is actually negative to your call center productivity.‍

3. Net Promoter Score® (NPS)

NPS measures long-term customer loyalty. It also checks their likelihood to recommend your brand. It is based on a single question.
It asks about recommending the company. The rating is on a 0-10 scale. The score is found by subtracting the percentage of Detractors (0-6) from the percentage of Promoters (9-10). A score above 50 is generally seen as excellent.

II. Operational Performance Metrics

1. Average Handle Time (AHT)

AHT is the average length of a customer interaction. It is made up of talk time, hold time, and after-call work (ACW). The industry average is around 6 minutes. This number changes by industry. For example, 3-5 minutes for retail and 6-8 for healthcare. AHT should be used as an analytical tool.

That said, this should not be a main performance target. Pressuring agents to lower AHT harms FCR and, in turn, can actually be counterproductive in terms of call center productivity.

2. Occupancy Rate‍

Occupancy measures the amount of time agents are busy. It shows the percentage of time they put in on call-related work.
This is compared to their available time. The best range is 75-85%. A rate consistently above 85% is not sustainable. It is a top sign of agent burnout and turnover.

3. Agent Utilization Rate

Utilization is a wider measurement of productivity than occupancy. It works out the percentage of an agent's paid workday.
This is the time spent on all productive work. This includes calls, training, meetings, and coaching. The ideal range for utilization is also between 75% and 85%.

4. Service Level Agreement (SLA)

SLA is the main measurement of a call center's response time. The most common industry standard is 80/20.
This means 80% of calls are picked up within 20 seconds. Some high-performing centers aim for a 90/15 SLA which can be a high indicator of call center productivity.

III. Employee-Centric Metrics

1. Agent Attrition Rate

This metric keeps track of the rate at which employees leave the call center. The industry has a very high turnover. It is often between 30% and 45%.
High attrition uses up many resources. Money is constantly spent on recruiting and training new staff. This also negatively affects FCR. Tracking this rate is a key sign of a company's health and, in turn, call center productivity.

2. Agent Satisfaction (eSAT)

eSAT is the internal version of CSAT. It measures agent morale and engagement. It does this with regular internal surveys. It is a useful sign for looking ahead to attrition. When agents are satisfied, they are more engaged and productive.
They also deliver better customer service. Monitoring eSAT lets management deal with issues. They can be addressed before they cause burnout and turnover.

Why Choose Thunai AI for Call Center Productivity?

Thunai AI teams up with businesses. We help improve their customer service operations. Our systems help you meet your operational goals. You will not have to give up on customer experience. You will not have to give up on agent well-being either.

If you are dealing with outdated systems, we can help. If you have high agent turnover, we can help with that too.

Our AI solutions look over your processes.

They give agents real-time support. We help you build up a positive culture. A supportive one too. We do this with data and smart tools.

We make sure your call center is productive. We also check that it is healthy and ready for what's coming up. Want to find out how our AI can help you? Ask for a free performance analysis today!

FAQs on Call Center Productivity

What are the 3 pillars of call center productivity?

The three main pillars are part of the Productivity Triad. They are Operational Performance, which is how well resources are used. Next is Customer Experience (CX), which is the quality of interactions. Last is Employee Engagement, which is the well-being and motivation of the staff. They must be managed together for lasting success.

What is the most important call center metric?

A balanced view of metrics is important. However, First Call Resolution (FCR) is often seen as the most significant metric. It is directly linked to customer satisfaction and loyalty. Improving FCR can also create notable cost savings. It does this by lowering the number of repeat calls.

Why is a low Average Handle Time (AHT) not always a good thing?

Pushing for a low AHT all the time can be a problem. It can cause agents to rush through calls. They might give incomplete information. They might also transfer issues before they are sorted out. This behavior harms more important metrics. These include FCR and Customer Satisfaction (CSAT). It can create more work and higher costs in the long run.

What is the difference between Occupancy and Utilization?

Occupancy is the percentage of time an agent is logged in. It tracks time spent actively doing call-related work versus being available. Utilization is a wider measurement. It works out the percentage of an agent's total paid day. This is the time spent on all productive tasks, which includes calls, training, and meetings.

How does agent burnout affect productivity?

Agent burnout is often a result of high pressure. It can also come from constant back-to-back calls. It is a direct obstacle to productivity. Staff members who go through burnout are less engaged. They are also less effective. They may also make more mistakes. This decline in well-being leads to higher turnover. This uses up company resources and lowers service quality.

What is a good First Call Resolution (FCR) rate?

Industry benchmarks show that a good FCR rate is between 70% and 79%. A rate of 80% or higher is considered excellent. It is met by the best-performing call centers.

How can technology improve productivity?

Modern technology can be a productivity multiplier. This is especially true for Artificial Intelligence (AI). AI tools for agent assistance can listen to calls. They can also show on-screen guidance. This has been reported to increase the number of issues solved per hour by 14%. It has also been shown to shorten handling time by 9%.

What is the Productivity Triad?

The Productivity Triad is a complete structure for managing call center performance. It states that top-tier productivity is a balanced system. It is held up by three connected pillars. These pillars must work together. They are Operational Performance, Customer Experience (CX), and Employee Engagement.

How do you lower agent attrition?

Lowering attrition calls for investment in your staff. Important methods include supplying ongoing training. It also includes building up a culture of recognition. Another method is giving agents the authority to solve problems on their own. Fair payment is also a basic requirement.

Why is a balanced scorecard important for call centers?

A balanced scorecard is important for call centers. It directs management to place equal weight on metrics from all three pillars. This helps get around the common mistake of improving one area while harming others. For example, improving speed while harming quality. This method leads to more durable and meaningful gains in productivity.