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Home » Glossary » Efficiency Metrics

Efficiency Metrics


What is efficiency metrics?

It is designed to assess a company’s capacity to manage its resources effectively. These metrics or ratios are sometimes used as management effectiveness indicators.

Important business objectives are typically established and quantified in terms of activity and efficiency indicators in most firms. It is the capacity to complete tasks efficiently and without wasting time.

You can also use productivity indicators to provide feedback to staff.

Efficiency metrics importance

KPIs and efficiency metrics are useful interchangeably. Businesses use sales objectives and profit margins as examples of performance metrics and productivity measures, but it goes much further than that. 

Profits are generated through sales, and the metrics used to measure productivity within a company significantly impact how those profits are managed.

What are examples of efficiency metrics?

Efficiency is not just about doing things correctly, but effectiveness is about doing the right things.

These examples of performance measures are as interchangeable as they are specific. You can conduct department-specific assessments while still sharing certain KPIs across the board.

Customer satisfaction (CSAT)

Customer satisfaction (CSAT) is a widely used customer experience metric for determining customer satisfaction with your company’s products or services. CSAT is calculated using a five-point scale after a customer survey. The responses can range from “very satisfied” to “very dissatisfied.”

Peak Hour Traffic

Every company must keep track of when the most significant volumes of inbound traffic arrive. You can forecast personnel demands and prepare your team for peak periods using this KPI.

First Response Time (FRT)

This KPI measures how long it takes for a customer to connect with an agent. Call centers frequently examine this statistic on a daily and weekly basis, as well as annually.

Percentage of Calls Blocked

Call centers can use the percent of blocker calls to figure out how many clients call and get a busy signal. For most firms, this call center measure should be pretty low.

If it’s higher than anticipated, you might want to consider if your call-receiving system is up to the task. You can also determine whether call lengths are excessive and lead clients to hear undesired busy tones.

Call Abandonment Rate (Average)

Customers who have been on hold for an extended period are more likely to hang up. Customers can become highly frustrated and lose faith in your company if you abandon a call.

Calls Handled

This KPI includes all calls handled by agents over a given period. However, it frequently excludes abandoned calls. Many companies divide this measure into two types of calls:

  • Total number of calls handled by a single agent
  • The number of calls dealt with by an interactive voice response (IVR) system in total

Call Arrival Rate

Organizations use this measure to determine how many incoming calls a call center receives in a specific time. This KPI may be monitored daily by operational managers while executives examine trends over time. Depending on their size, businesses can evaluate the number of calls received by the day, hour, or minute.

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