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The Complete Guide to Call Center Management

Fonolo

Congratulations, call center manager! There’s never a dull moment in a call center with a myriad of opportunities for growth and success. The Contact Center Guide to Managing Spikes in Call Volume. Why strong call center management is important.

21 Call Center KPIs for Complete Performance Visibility

Babelforce

But every so often you should do yourself a big favor and shake up the call center KPIs your measure. 21 essential call center KPIs. #1 1 Average Talk Time (ATT). Talk time is a simple metric; it’s the total time agents spend dealing with callers.

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The 10 Essential Call Center Metrics You Can’t Live Without

Babelforce

In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time.

How to Calculate Occupancy Rate in a Call Center

Fonolo

In our on-going effort to demystify call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. It is sometimes referred to as “utilization rate.”. You might think a simpler measurement like “call per hour” would answer this same question. But as is often the case with call centers, things get complicated quickly.

7 Proven Ways to Manage Contact Center Agent Staffing Shortages

Playvox

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. unemployment rate was 5.4% Similarly, the UK and Canada have not yet returned to pre-pandemic unemployment rates. Higher queue times.