Fonolo

AUGUST 3, 2021

By leveraging the wealth of data available in your call center software’s online reporting tools, you can keep a close eye on the productivity, performance, and quality of your overall customer service offering. Number of calls is an analytic that informs reporting on agent occupancy rate. Abandonment rate.

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

Fonolo

OCTOBER 12, 2021

5 Tips to Prevent Call Center Agent Burnout Before it Begins. Develop agent seating plans. Assigned seating may remind you of grade school, but this approach can really help support your agents so they can do their best work on the daily. 5 tips for optimizing your call center workplace layout. Prioritize quiet zones.

Call Center 147

Call Center Agent burnout Abandon rate call center workforce 147

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. Lack of tools and technology.

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

JULY 31, 2023

While the actual work the employee performs has a significant impact, whether employees have the necessary tools to excel is just as important. Understaffing can cause employee burnout , which, in turn, can increase sick days and attrition. Agents cannot perform with inadequate shift coverage.

Self service 85

Self service Management Coaching Contact Center 85

NobelBiz

MARCH 6, 2023

Pacing ratio : This is the ratio of the number of phone numbers dialed to the number of agents available to handle calls. Choose a pacing ratio that maximizes agent productivity while minimizing abandoned calls and wait times for customers.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 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