Skip nav to main content.
Replays for C3 2024 are now available! Watch Now Close Banner

How to Manage Agent Performance with Call Center Software

Track And Manage Agent Performance

Posted In:

Author: Gavin Jones

Have you ever wondered how efficient and productive your call center agents are on a day-to-day basis? If you have asked this question before, you are not alone. Every thriving call center has some software that helps manage and gauge agent performance. Tracking agent performance in real-time is a considerable advantage for call centers trying to improve and hit goals frequently. What is a good call center software if it doesn’t have agent performance tracking capabilities?

Whether your agents are working remotely from home or in an office, tracking their performance provides you with essential knowledge that your call center software needs. If your current call center software doesn’t allow you to track agent performance, it’s important to understand what your call center is missing out on without those features. Here are a few different tools that help manage agent performance to ensure you are getting the best bang for your buck.

Key Performance Indicators (KPI)

There are many Key Performance Indicators that help refine the customer experience and can be tracked using call center software. A company’s success, growth, and development depend on customer service and how well agents handle their calls. KPIs provide ways to determine the success of your operations and include reporting metrics for: 

  • Average Handle Time (AHT) — The amount of time it takes for an agent to complete one transaction. 
  • First Call Resolution (FCR) — How many attempts it takes for an interaction to be resolved.
  • Call Arrival Rate — Measures what time of day your call center receives the most amount of calls and traffic.

These are just a few of the many excellent KPIs that keep your call center on top and on track — this is done easily with the right call center software.

Automatic Call Distribution (ACD)

ACD helps organizations create call distribution plans that focus on quickly resolving common customer issues and preventing difficult situations for agents. Caller issues are matched and put into the hands of agents with the relevant skills and talents to solve them. The right agent needs to be put into situations where they can perform to the best of their ability for the company. Ensuring agents are comfortable and well trained to handle certain situations goes a long way, and clients appreciate it. 

Workforce Optimization (WFO)

TCN’s Workforce Optimization reduces the dreaded extra hours of work with easy-to-use, automated workforce monitoring, reporting, flagging, and other flexible features that empower agent productivity and customer experience regardless of the communication channel. From agent performance and engagement, improved customer experience and interactions, increased revenue while reducing costs, and more, WFO has your call center covered

If your current call center software doesn’t have an excellent way to track agent performance, it’s time to boost your operations and productivity.

Request a demo and see what TCN’s call center software capabilities can do for you!

About the Author: Gavin Jones


Gavin Jones is the SEO (Search Engine Optimization) Specialist for TCN, a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Gavin spends the majority of his time focusing on keeping up to date with market trends and finding ways to improve TCN’s online presence. He graduated with a B.A. in Strategic Communications from Southern Utah University in 2017 and has been passionate about all things marketing ever since. In his free time, Gavin loves being outdoors in sunny St. George with his wife and daughter. He is also passionate about all things sports and will never turn down an opportunity to compete or spectate sports.