JustCall

APRIL 3, 2024

Customer feedback or complaints – Certain events or issues like faulty products can cause widespread customer dissatisfaction. Without implementing flexible scheduling options, such as alternate shifts or remote work arrangements, you cannot ensure that all time zones are covered while preventing agent burnout.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Fonolo

SEPTEMBER 28, 2021

Average abandonment rate – the percentage of customers who hang up before interacting with an agent. Average time of work after calls – the amount of time agents spend working on related tasks after they’ve hung up with the customer. 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

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. Customer satisfaction (CSat).

Call Center 81

Call Center Agent burnout Abandon rate First call resolution 81

Playvox

OCTOBER 19, 2021

Being short-staffed causes gaps in the schedule and results in a situation where there are simply not enough agents to handle volume. Increased abandon rates. So, staffing shortages don’t just increase abandons, they also increase volume, which can back up queues even more. Increased agent burnout.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

Playvox

APRIL 6, 2023

They must also know when certain events – such as a weather event or a marketing campaign – will occur. If too many people are scheduled, you’ll see downtime between interactions, lower occupancy rates, and lower employee productivity for the agents. Essentially, you are spending money on labor you don’t need.

Management 54

Management Contact Center Best practices Agent burnout 54

Xaqt

FEBRUARY 26, 2020

In the event that schools, businesses or other public services do need to shutdown, it will inevitably drive high absentee rates and attrition in your call center. The CDC has warned that Widespread transmission of COVID-19 in the United States would translate into large numbers of people needing medical care at the same time.

Call Center 52

Call Center Interactive Voice Response Agent burnout Wait times 52