JustCall

APRIL 3, 2024

Monitoring call volume patterns and adjusting staffing levels helps maintain service levels during peak periods. 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 Agent burnout 52

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. Number of calls is an analytic that informs reporting on agent occupancy rate. Abandonment rate. How to Calculate Occupancy Rate in a Call Center.

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

Playvox

APRIL 6, 2023

If too many people are scheduled, you’ll see downtime between interactions, lower occupancy rates, and lower employee productivity for the agents. If not enough people are scheduled, you will often see agent burnout due to minimal breaks between interactions, a higher-than-ideal occupancy rate, and higher overtime costs.

Management 54

Management Contact Center Best practices Agent burnout 54

Playvox

JULY 31, 2023

Reduced Labor Costs Overstaffing and understaffing are both major workforce scheduling challenges in customer service centers. Understaffing can cause employee burnout , which, in turn, can increase sick days and attrition. It also has a negative impact on SLAs, abandonment rates, customer retention, CSAT, and brand image.

Self service 85

Self service Management Coaching Contact Center 85

Fonolo

NOVEMBER 3, 2015

Why 80/20 is the Wrong Service Level for Your Call Center. Why Your Call Center Needs to Watch Abandon Rates. ‘Occupancy Rate’ is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time). How to Calculate Occupancy Rate.

Call Center 52

Call Center Average Handle Time Schedule adherence Agent burnout 52

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. Average time of work after calls – the amount of time agents spend working on related tasks after they’ve hung up with the customer.

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. 3 Service level. The metric is a good measure of agent productivity.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52