Productivity not only defines the excellent performance of the team, but also defines better returns. The productive team utilizes the time and other resources at their best so they can deliver maximum output and let your call center receive higher returns. It also helps in increasing ROI. Thus, it is necessary for all call centers to measure call center productivity and increase it.

In this article, we will share how you can measure call center productivity effectively.

How to measure call center productivity?

Productivity defines the right usage of hours done by your agents in the call center. You can define some KPIs (Key Performance Indicators) to measure the productivity of the call center as well as individual agents. 

The intelligent call center software offers various reports, which can be used in improving agent productivity.

To help you measure the call center productivity, we will share major KPIs that you must measure using the call center software.

1. Average call waiting time

In a call center, there are two types of call waiting time as briefed below:

  • The time your customers spend in the call queue while waiting to connect with the agent.
  • The time your clients spend waiting for your agent to say “hello” after the call is assigned to the agents.

In both cases, the call waiting time needs to be minimum possible. The minimum time defines better productivity of your agents.

2. Call abandoned ratio

This is one of the most important KPIs. This KPI gets measured to monitor the productivity as well as customer delight ratio. The number of calls that were abandoned by the customers before getting connected to the agent out of a total number of incoming calls gives the value of abandoned calls. The lower value defines better call center productivity.

3. Average call handling time

The average time is the total time that agents take in handling a customer. The total call handling time includes the time spent by agents from the time they attended the call till the time they show the availability to take the next call. It includes talk time, wrap-up time, and in some cases idle time, too. It has to be as low as possible to assure higher productivity.

4. Average call wrap-up time

In all call centers, there is some sort of admin work that agents have to complete after the call such as putting in a disposition. This process is known as call wrap-up activities. The average time agents spend in wrap-up is called call wrap-up time. If it is too high, then it means your agents are wasting time on admin work. It has to be reduced.


These are the top 4 KPIs that you can measure to review the call center productivity. To improve these KPIs, usage of the right call center solution and thorough training can be helpful. 

We offer an intelligent call center solution, called iCallify that helps call centers measure and improve productivity. For more details, contact us.