Remove Average Handle Time Remove call center workforce Remove Service level Remove Wait times
article thumbnail

Top 5 Call Center Reporting Methods to Follow

Expivia

Average handle time : What was the average handle time for the center (from call start to post-call memos)? Service level : How many calls were handled at a given time? Average speed of answer : How long did the callers wait before an agent answered?

article thumbnail

What Is Workforce Management in a Call Center?

Global Response

The short answer is yes, but if you’re currently swimming in a sea of workforce management softwares, or looking for ways to make your call center processes more efficient, it might seem overwhelming. Understanding this in advance gives you time to scale or outsource to meet demand without compromising service levels.

article thumbnail

Top Call Center Efficiency Metrics And How To Improve Them

Playvox

Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain call center and agent efficiencies. The Customer Satisfaction score can also be applied at the company level. For synchronous contacts, this includes hold times, transfers, and after-call work.