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Glossary

What is Efficiency Metrics?

Efficiency metric is also known as activity ratio. It is used for measuring company’s ability to use its resources efficiently. These metrics or ratios are at times viewed as measures of management effectiveness. In most companies, important business objectives are defined and measured in terms of activity and efficiency metrics. It is the ability of doing work successfully without any waste. Efficiency is often confused with effectiveness. Efficiency is about doing things right, whereas effectiveness is about doing right things.

Handling non-core business processes in-house involves a large amount of time to handle the influx of customer calls and resolving their queries. By partnering with call center India, businesses can adroitly focus on their core operations and allow service providers to handle customers’ calls and issues. The service providers have team(s) of diligent and efficient professionals, who skillfully resolve customer queries and offer the best in class resolution for the same. The call center agents proficiently handle demands of customer. In addition, the service providers from time to time measure company’s ability to use its resources effectively. 

The efficiency of call center India is measured with the help of following metrics:

·                 Agent occupancy

·                 Staff shrinkage

·                 Average handle time

·                 Upsell and cross sell rate


Efficiency is often measured as the ratio of useful output to total input, which can be expressed with the mathematical formula r=P/C, where P is the amount of useful output ("product") produced per the amount C ("cost") of resources consumed.

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