Step 1

Determine the abandon rate, which is the ratio of abandoned calls to total incoming calls. A low abandon
rate relative to the historical or industry average normally means that the call center agents are handling
customer calls efficiently. A high abandon rate might mean dissatisfied customers and lost sales
opportunities.
Step 2
Compute the average handle time, which is the sum of the average talk time and the after-call-work
time. The average talk time is the time a call center agent spends on each call. The after-call-work time is
the time to fill out forms and handle other administrative chores between calls. A high average handle
time might mean that agents are taking fewer calls, which increases costs.
Step 3
Calculate the adherence rate. It is the ratio of the total available time to the difference between paid
hours and time spent on lunch and other breaks. For example, if an agent is available 7 hours to take
calls and takes two 15-minute breaks during a standard 8-hour day, his adherence is 0.933 [7/(8 - 0.5)],
or about 93 percent. A low adherence rate compared to the company average might require corrective
measures, such as training and even disciplinary action.
Step 4
Figure the operating cost per call, which is the ratio of the sum of annual operating and labor costs to
the total number of calls. Operating costs refer to fixed costs, such as facility rental, utilities, management
overhead, and maintenance and computer equipment. If your operating cost per call is higher, it could
mean that your agents are handling fewer calls, your fixed costs are higher, your labor rates have gone
up or a combination of these factors.
Step 5
Determine the annual turnover, which is the ratio of the number of employees leaving to the total
number of staff positions. A call center may have a high turnover rate, especially if it relies on college
students and other part-time workers. A high turnover ratio usually means higher training costs and lower
productivity while the new recruits ramp up.
Step 6
Evaluate the quality of the calls. You could use a scoring system to rate call center agents on several
criteria, including professionalism, call script usage and data-entry accuracy. Use the call quality data to
adjust your training programs or coach call center agents on an individual basis.