Outsource Consultants

JANUARY 3, 2024

Grading our 2023 BPO Industry Predictions Prediction: Agent Morale is 2023’s Top Priority In late 2022, we heard from new clients that a key concern for 2023 was partnering with BPO vendors adept at managing rising attrition rates. This change in focus led clients to make decisions increasingly based on agent satisfaction levels.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Fonolo

SEPTEMBER 28, 2021

They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. Average time of work after calls – the amount of time agents spend working on related tasks after they’ve hung up with the customer. Focus on preventing employee burnout.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Voxjar

JANUARY 11, 2018

First Call Resolution (FCR) is arguably the most important metric for small and midsize contact centers to track. As the name suggests, a First Call Resolution is a call that gets resolved by the support rep on the first call. That can leave you in a moral quandary….

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40

JustCall

MARCH 6, 2023

Some Common Call Center Metrics Having said that, there are some metrics that are common across call centers. Some of them are: Call arrival rate, for frequency of inbound calls. Call abandonment rate, which shows how many customers hang up before speaking with an agent.

Call Center 52

Call Center Abandon rate Average Handle Time Metrics 52