Fonolo

AUGUST 3, 2021

Here are some examples of how raw data can inform reporting: Hold time is an analytic that informs reporting on abandonment rates and service level. Call length is an analytic that informs reporting on First Contact Resolution (FCR). Abandonment rate. Service level.

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

Fonolo

SEPTEMBER 28, 2021

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. First call resolution – the percentage of calls that are resolved without the need for transfers, escalations or call-returns.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Noble Systems

OCTOBER 21, 2020

Once a caller’s issue is identified, the ACD picks the agent that is the most suitable match. Proficiency levels can help choose between similarly skilled agents. With the right configuration and tools, an effective ACD streamlines the entire call routing process and minimizes wasted time, for agents and for customers.

First call resolution 57

First call resolution Call Center Interactive Voice Response call center software 57