COACH’ S CORNER
First Call Resolution( FCR)
Formula: FCR = Calls resolved on the first call / Total calls x 100
Example: If 90 out of 100 calls are resolved on the first attempt, FCR is 90 / 100 x 100 = 90 %
Purpose: Indicates how effectively issues are resolved without needing to reach back out to the customer as a follow-up.
Abandonment Rate
Formula: Abandonment Rate = Calls abandoned / Total incoming calls x 100
Example: If 10 out of 100 callers hang up before reaching an agent, the abandonment rate is 10 / 100 x 100 = 10 %
Purpose: High abandonment rates often indicate long wait times, which causes customers to hang up before speaking to an agent. However, the calculation may need to consider the number of calls that hang up within specific timeframes, such as 30 seconds, 60 seconds, or 90 seconds.
Average Speed of Answer( ASA)
Formula: ASA = Total wait time / Total calls answered
Example: If agents spent a total of 500 seconds answering 100 calls, then ASA = 500 / 100 = 5
Purpose: Tracks how quickly calls are answered on average.
After-Call Work( ACW)
Formula: ACW = Total after-call work time / Total calls
Example: If agents spend a total of 200 minutes on ACW for 100 calls, the ACW is 200 / 100 = 2 minutes per call.
Purpose: Helps optimize post-call processes and reduce call handling times. Agents may need to go into ACW for a few calls. Usually, AHT, hold time, and ACW will be longer for newer agents.
Still, suppose you start to notice an increase in any of these numbers. In that case, you may need to start investigating why they are going up, which agents, and what type of calls, as agents may need additional training or coaching, or may be experiencing other challenges.
Agent Adherence
Formula: Agent Adherence = Time spent following schedule / Total scheduled time x 100
Example: If an agent spends 7 hours out of an 8-hour shift on scheduled activities, adherence is 7 / 8 x 100 = 87.5 %
REGULAR LONGER HOLD TIMES MAY MEAN ADDITIONAL TRAINING IS NEEDED...
14 CONTACT CENTER PIPELINE
Purpose: Ensures agents follow their schedules, essential for handling demand. A lower adherence score can cause calls not to be answered promptly, which causes the center to struggle with meeting SL.
Hold Time
Formula: Average Hold Time = Total hold time / Total calls
Example: If the hold time totals 50 minutes for 100 calls, the average hold time is 50 / 100 = 0.5 minutes( 30 seconds)
Purpose: Helps measure how often and for how long customers are placed on hold. Regular longer hold times may mean additional training is needed, better-performing knowledge management system( KMS), agent support, or system issues.
Average Cost per Call
Formula = Average Cost per Call = Total call center costs / Total calls
Example: If monthly costs are $ 60,000 and the center handles 5,000 calls, the cost per call is 60000 / 5000 = $ 12
Purpose: Helps calculate how much each call costs, which is helpful for budgeting and efficiency analysis.
Escalation Rate
Formula: Escalation Rate = Calls escalated to a higher level / Total calls x 100
Example: If 20 out of 200 calls require escalation, the escalation rate is 20 / 200 x 100 = 10 %
Purpose: High rates may indicate training needs, agent authority gaps, or policy and procedure updates.
IVR Containment Rate
Formula: IVR Containment Rate = Calls resolved by IVR / Total calls x 100
Example: If 100 out of 500 calls are resolved in the IVR system, containment is 100 / 500 x 100 = 20 %
Purpose: Shows how well the IVR system resolves issues without needing an agent to assist the caller.
Mark Pereira is a certified Trainer and experienced On-Site Supervisor specializing in boosting retention and productivity through proven teaching methods. With an academic background in Business and Innovative Education, he provides coaching to agents with empathy and skill. He stays up-to-date with industry developments from his base in Indianapolis, Indiana.