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7 Step Action Plan for Call Center Development

Fonolo

Specific: “Agent X aims to improve their first-call resolution rate from 37% to 55%, from October 2022 to March 2023.” Time-based: October 2022 to February 2023 is a clear timeline. . Experiment with gamification. . Agent dissatisfaction: Keep your eye on your attrition rate (turnover rate) and absenteeism. .

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4 Easy Ways to Make Call Center Training More Fun

Fonolo

Contact Center Trends: Industry Predictions for 2022. That means making training more interactive and potentially using gamification tactics in your program. Or, you might share a few metrics like FCR or abandon rate before and after your team uses Fonolo’s Voice Call-Backs ! Use a buddy system. .

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Top 12 Customer Service Software To Use In 2022

OctopusTech

For example – If the result in software shows a high call abandonment rate, the company can hire more representatives to reduce the long holding or waiting times. . It has a gamification approach where your team members can collect rewards after the completion of tasks so that they can work and grow with fun.

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The Top 4 Contact Center Trends To Boost Performance And CX

Playvox

Tackle Agent Attrition, Address Burnout With WEM In 2022, the average a gent turnover rate climbed as high as 30% for large customer service organizations. Gamification can contribute to a better agent experience by breaking up the daily routine while promoting collaboration and a deeper sense of community within the team.

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Top Call Center Efficiency Metrics And How To Improve Them

Playvox

Average Time To Abandonment (ATA) This is the average length of time in the queue that a caller waits in before they abandon their call , sometimes referred to as average patience or average call abandonment rate. Put in place callback options during peak time periods to reduce wait times and call abandonment rates.