Global Response

DECEMBER 2, 2022

Abandon rate. The inverse of the answer rate. Abandon rate = calls abandoned ÷ (calls abandoned + calls answered). Schedule adherence refers to how well an employee complies with their scheduled work times, including start, stop, break and time off. Agent status.

call center workforce 62

call center workforce Metrics Call Center Management 62

Monet Software

JULY 30, 2019

You might want to look at Average Speed to Answer (ASA) and Abandonment Rate (AR) along with SLAs. Abandonment Rate: Abandon rate represents the percentage of calls that are dropped by customers before they speak to an agent. Tip: Long hold times are usually the root cause of high abandon rates.

Call Center 54

Call Center Metrics Abandon rate Schedule adherence 54

Callminer

JANUARY 18, 2021

Schedule adherence and after call work management are part of the overall performance management processes. “The International Contact Center Benchmarking Consortium (ICCBC.org) provides thorough data and trends analysis. Both of these are the responsibility of the operations team, not the workforce management team.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Hodusoft

DECEMBER 28, 2022

Agent Utilization Rate Agent utilization rate is the average time agents spend managing calls within a specific time to the total number of work hours. This metric gives a detailed analysis of the utilized time by the agents across their shifts. The ideal agent utilization rate varies across industries and call types.

Best practices 52

Best practices Call Center Metrics call center software 52