The productivity in a call center business must be defined. The measurement for its operation must be developed to let everyone understand how it should be estimated.

Below are some means of calculating contact center productivity:

• The number of customers being served in a reporting period divided by the number of hours operated the phone system minus the number of available hours.
• The number of customers being served is represented by inbound calls, outbound calls, transferred calls, emails, and others. The contact center must know what categories to count for each agent.
• The number of available hours refers to hours where the agent was logged on to the phone system sitting in the available work condition and waiting for the next call.
• The subtraction of the available hours varies in some reasons. It is predominantly out of the agent's control. When subtracted, it is one of the factors that let the agent evaluate apples to apples. This lets the agent follow standard of excellence.
• This tough calculation that must be echoed to other contact center. Many measurements must be considered as well like the conversion rate, dollars per sale, etc.

[via Multi Channel Merchant]