Fonolo

SEPTEMBER 28, 2021

They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. Service level – the percentage of calls answered within a specified time frame. Average abandonment rate – the percentage of customers who hang up before interacting with an agent.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

JustCall

MARCH 6, 2023

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. Average handling time, to indicate how long an agent takes to complete a customer call.

Call Center 52

Call Center Abandon rate Average Handle Time Metrics 52

Playvox

OCTOBER 19, 2021

Solutions include reducing agent-assisted volume, maximizing the capacity you already have, and automating processes in order to relieve agent burdens. What happens when you don’t have enough contact center agents? When you have an agent shortage, it causes significant CX, operational, morale, and cost issues.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

Babelforce

JULY 29, 2021

It’s useful to know, but – time spent talking doesn’t necessarily indicate service quality. #2 2 Average handle time (AHT). AHT is the average time it takes agents to handle a call, from when they pick up to when they finish after call work. 3 Call abandonment rate.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52