Contact Center: Measure Effectiveness by Sales, Not Calls, Per Hour

“We’d probably like reps to take eight calls per hour,” he said. “Multiply that by (Seta’s average order of) $150, and we’d want reps to generate $1,250 in sales per hour.”

On the other hand, Holody doesn’t want his customer service reps to be driven by call volume. “The last thing we want them to do is be thinking, ‘I have this customer who keeps ordering from me, but I have other customer calls to take, so I have to get off the phone’,” he said. “Let that rep keep talking to that customer as long as the customer is legitimately buying something.”