Metrics & KPIsTotal Calling Time
Definition
Total Calling Time per Day or week. This KPI is useful for Outbound Call Centers, if a shift for an agent is say 8 hours, how much average time is spent on actual calling out of 8 hours measures productivity of an agent. Typical outbound sales call time does not last for more than 3 minutes, even if agent is making 100 calls per day, agent is spending 300 minutes for calls and all remaining PSP or others. However if one compared with total calls made with total calling time which gives Averag
Tags
sales, productivity