Fonolo

OCTOBER 25, 2022

If you don’t have enough agents working, your call center won’t have the resources to deal with high call volumes and caller demand. Abandonment rate. Agent satisfaction and attrition. Word to the wise: don’t wait until you have cases of agent burnout on your hands. Gather feedback from your agents.

Call Center 81

Call Center Agent burnout Abandon rate First call resolution 81

Fonolo

SEPTEMBER 28, 2021

Of course, all new positions come with learning curves. To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same. Focus on preventing employee burnout. Voice call-backs are a great place to start.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Babelforce

NOVEMBER 25, 2021

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. Of course, this feedback is only useful if you can do something about it! 3 Service level.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52