Call agent availability rate

This measure calculates the availability of agents. Availability measures how much agent time is spent simply waiting for contacts. Compute as the total time spent waiting for contacts to arrive, divided by total agent time worked, excluding planned downtime such as breaks and training. It is part of a set of Process Efficiency measures that help companies optimize the performance of their "plan and manage customer service operations" process by minimizing waste and refining resource consumption.

Benchmark Data

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Measure Category:
Process Efficiency
Measure ID:
100392
Total Sample Size:
438 All Companies
Performers:
25th
- Median
- 75th
-
Key Performance
Indicator:
No

Compute this Measure

Units for this measure are percent.

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Call agent availability rate

Key Terms

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Process efficiency

Process efficiency represents how well a process converts its inputs into outputs. A process that converts 100% of the inputs into outputs without waste is more efficient than one that converts a similar amount of inputs into fewer outputs.

Measure Scope

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Cross Industry (7.3.1)

  • 6.2.1 - Plan and manage customer service work force (10387) - Y
    • 6.2.1.1 - Forecast volume of customer service contacts (10390) - N
    • 6.2.1.2 - Schedule customer service work force (10391) - N
    • 6.2.1.3 - Track work force utilization (10392) - N
    • 6.2.1.4 - Monitor and evaluate quality of customer interactions with customer service representatives (10393) - N
  • 6.2.2 - Manage customer service problems, requests, and inquiries (10388) - Y
    • 6.2.2.1 - Receive customer problems, requests, and inquiries (10394) - N
    • 6.2.2.2 - Analyze problems, requests, and inquiries (13482) - N
    • 6.2.2.3 - Resolve customer problems, requests, and inquiries (10395) - N
    • 6.2.2.4 - Respond to customer problems, requests, and inquiries (10396) - N
    • 6.2.2.5 - Identify and capture upsell/cross-sell opportunities (16928) - N
    • 6.2.2.6 - Deliver opportunity to sales team (16937) - N
  • 6.2.3 - Manage customer complaints (10389) - Y
    • 6.2.3.1 - Receive customer complaints (10397) - N
    • 6.2.3.2 - Route customer complaints (10398) - N
    • 6.2.3.3 - Resolve customer complaints (10399) - N
    • 6.2.3.4 - Respond to customer complaints (10400) - N
    • 6.2.3.5 - Analyze customer complaints and response/redressal (19072) - N
  • 6.2.4 - Process returns (20094) - N
    • 6.2.4.1 - Authorize return (10364) - N
    • 6.2.4.2 - Process return and record reason (20095) - N
  • 6.2.5 - Report incidents and risks to regulatory bodies (12840) - N