How to measure (and improve) productivity in a call center

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Efficiency in a call center is a basic aspect when it comes to guaranteeing quality service and customer satisfaction in a sustainable way for a company of these characteristics. That is why it is important to know how to measure productivity in a call center , since it allows you to identify areas for improvement and improve the distribution of resources. Discover how to evaluate and improve this parameter in a call center to achieve your goals without sacrificing anything along the way.

Importance of call center agent productivity
Productivity in call centers is essential because it directly impacts lawyer database operational efficiency and the customer's perception of a brand. Having productive agents on staff makes it possible to manage a greater volume of calls in less time, thus reducing costs and achieving a better customer experience while investing much less .

Training and motivating your agents is just as important as understanding what a call center platform should look like , as this is the only way to ensure maximum customer retention and a better reputation for your company.

As for how to measure productivity, it will become much easier once you know what the most important productivity indicators are in a call center .

Key indicators to measure productivity in a call center
In order to evaluate it, it is important to monitor at least the following aspects:

Average Call Duration (AHT) – Measures the average time an agent spends on a call, including talk time and subsequent tasks. Too high may reveal inefficiencies, while too low may indicate poor service.

First Call Resolution Rate (FCR) – indicates the percentage of calls in which the customer's problem is resolved on the first contact. A high rate indicates effective customer service.
Average Wait Time – Shows how long customers have to wait before being served. If this is too long, it can lead to dissatisfaction and increase the call abandonment rate.

Customer satisfaction (CSAT) : This is obtained through surveys conducted after calls, in which customers must rate their experience. In these cases, as it is a direct indicator, high scores clearly indicate satisfaction with the service.

Of course, to obtain and be able to analyze this data, it is important to have the appropriate software, such as our Unified Service Desk solution or bots to improve customer service .

Improve your customers' experience
Boosting and improving customer satisfaction is essential for all brands. Artificial intelligence is integrated into Microsoft Dynamics 365 Customer Service to improve agent interactions with customers, increasing their productivity and offering a more personalized service.



More information
How to improve call center agent productivity: strategies and best practices
Knowing where to start when it comes to improving the productivity of agents in a call center is essential to be able to improve the way things are done and increase customer satisfaction, which should always be the basis of everything.

In this sense, implementing digital solutions is a decisive step to overcome the main challenges of a call center .

Using digital tools such as specialized CRMs and automation software makes it easier for agents to manage interactions much more efficiently. These solutions facilitate quick access to customer information, streamline processes that tend to be repeated, and provide real-time data analysis, resulting in much more personalized and effective service.

One such example is Microsoft Dynamics 365 Contact Center , a platform that integrates Copilot’s generative artificial intelligence (AI) across the entire call center workflow, spanning communication channels, self-service, intelligent routing, and agent-assisted service—enabling faster problem resolution and reduced costs.

Starting to work with these technologies improves work efficiency and gives greater prominence to the skills of customer service agents , who thanks to them can focus on more important tasks and achieve a better customer experience for the company.

Starting to work with these technologies improves work efficiency and gives greater prominence to the skills of customer service agents , who than