The Power of one agent
The Power of One Call Center Agent
See how just one agent missing from a shift can dramatically impact wait times and customer service levels. Backed by data, this article shows why every agent counts.
Why One Agent Makes a Difference
When a call center agent is late returning from a break—or misses the start of their shift—it doesn’t just affect their own productivity. It puts extra pressure on teammates, increases caller wait times, and drops the overall service level. Every agent counts more than most people realize.
Visualizing the Impact
Here’s a breakdown of how a small drop in staffing affects key performance indicators in a call center:
| Workload Hours | Available Staff | Average Delay | Service Level (answered in 20 sec) |
|---|---|---|---|
| 50 | 55 | 18 sec | 75% |
| 50 | 54 | 28 sec | 66% |
| 50 | 53 | 46 sec | 55% |
| 50 | 52 | 84 sec | 40% |
| 50 | 51 | 201 sec | 22% |
Just one fewer agent results in an increase of wait time by over 183 seconds and a 53% drop in service level performance. That’s a clear signal that every agent on the schedule truly matters.
Try This Interactive Activity
Use the Pass the Blocks team activity in your next training session to help agents experience firsthand how one person’s absence affects the flow and service pace.
Want to Go Deeper into Call Center Excellence?
- Download the Call Center Excellence Training Package for ready-to-use training slides, activities, and trainer guides.
- Explore More Customer Service Training Packages to help your team improve performance and professionalism.
- Find Out Your Customer Service Style with our free self-assessment tool.
upbeat tone of voice with customers on the phone
Having an upbeat friendly tone with customers over the telephone. Telephone customer service training - call center training
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