A key performance indicator for efficient call centre management

The key figure Average Positions Required (APR) is an often underestimated, but extremely important indicator in call centre management. It describes the average number of agents needed to handle a specific call volume within a defined period, without neglecting service level agreements. APR is essential to ensure that sufficient staff are available to efficiently process inquiries and maintain high customer satisfaction.

The Average Position in Queue (APR) takes into account various factors such as expected call volume, Average Talk Time (ATT), and Average Handling Time (AHT). Furthermore, breaks, downtime, and other operationally necessary factors are also included. A precise calculation of the required number of agents helps to avoid bottlenecks or overcapacity, which not only reduces operating costs but also optimises agent productivity.

APR is particularly valuable in the strategic planning of call centres, for example in shift planning or long-term resource planning. If too few agents are deployed, customer waiting times increase and service quality suffers. Conversely, too many agents lead to unnecessary personnel costs. APR enables call centre managers to find an optimal balance between customer satisfaction and cost-efficiency.

This metric allows for precise determination of staffing needs and the efficient deployment of resources.