The Northridge Group

AUGUST 23, 2022

These KPIs include: Average Handle Time (AHT). In addition to sharing this finding, we conducted extra calibrations on the calls the outsourcing partner handled and identified issues of concern to address in training such as: The vendor’s newly hired agents were missing basic knowledge of relevant customer service programs.

Healthcare 120

Healthcare Contact Center outsourcing contact center associations 120

Global Response

OCTOBER 26, 2022

Call Center KPIs: The outsourced contact center partner should be able to explain how they calibrate performance through the monitoring and analysis of specific integral key performance indicators (KPI) and metrics. For example, will you be involved in contact calibrations, training, or staff promotion decisions?

outsourcing 62

outsourcing Calibration Contact Center Call Center 62

Serenova

MAY 29, 2020

You’ll improve customer experience metrics like average handle time and first call resolution. Before recording and analyzing calls, clearly document the goals of your quality management program. Calibrate regularly. A high average handle time can also mean agents are struggling to access the right information.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

You’ll improve customer experience metrics like average handle time and first call resolution. Before recording and analyzing calls, clearly document the goals of your quality management program. Calibrate regularly. A high average handle time can also mean agents are struggling to access the right information.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Callminer

AUGUST 1, 2017

Average handling times (AHT) increase. Training documentation needs to be updated regularly, and on-going training is important for improving efficiency. This can be achieved if all agents are trained on both campaigns so that the queue hold time can be reduced. Errors happen. Compliance missteps occur.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Voxjar

AUGUST 15, 2021

Document all of your goals and objectives, detail how they align with the needs of your customers, and create a rubric that shows what success looks like for each of those goals and objectives. For KPIs, the information is much more data-driven and includes statistics like: Average time in queue: how long inquiries sit before being handled.

Call Center 52

Call Center Calibration Abandon rate Average Handle Time 52