Global Response

DECEMBER 2, 2022

Basic KPIs There are many KPIs, but some of the most commonly used customer service metrics follow. Abandon rate. The inverse of the answer rate. Abandon rate = calls abandoned ÷ (calls abandoned + calls answered). Service level (SLA) sets benchmarks for future performance.

call center workforce 62

call center workforce Metrics Call Center Management 62

Babelforce

MAY 18, 2022

Here you determine how many Full-Time Equivalents you need compared to how many you have by pulling together a forecast for staffing and workload. Workload forecast is the contact volume (the number of incoming calls and messages) multiplied by contact average handle time AHT (time needed for a call).

Workload forecasts 52

Workload forecasts Call Center Average Handle Time Abandon rate 52

Insite Managed Solutions

OCTOBER 14, 2015

Understanding contact center metric targets such as average speed of answer (ASA), service level, abandonment rate, average handle time (AHT), and budgeted hours are critical for success. Controlling Weather Events is Difficult… But You Can Control Your Service Levels.

Management 40

Management Abandon rate Metrics Contact Center 40

Playvox

JUNE 22, 2023

Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain call center and agent efficiencies. The Customer Satisfaction score can also be applied at the company level. For synchronous contacts, this includes hold times, transfers, and after-call work.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52