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How to Measure Contact Center Agent Productivity and Five Ways to Boost It

Playvox

Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. phone or digital), and are they taking breaks at the most optimal times to maintain service levels.

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Scheduled Call-Backs Are a Call Center Superpower

Fonolo

That means if your hold times are long, your callers have the option to get a call at a later time instead of waiting for an agent. These built-in call-back features work by holding the caller’s place in line (“virtual queuing”) so the total wait time is the same. You can think of this as “ASAP” call-backs.

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TOP 20 Call Center Metrics Managers Can’t Ignore (FREE EBOOK)

CrazyCall

Call Abandonment Rate. Average Waiting Time. Occupancy Rate. Average handling time. Transfer rate. Contact Rate. That’s why we’ve neatly packed everything into an Ebook that you can download and get back to anytime you want and need. Download Ebook.

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Top Call Center Efficiency Metrics And How To Improve Them

Playvox

Average Time To Abandonment (ATA) This is the average length of time in the queue that a caller waits in before they abandon their call , sometimes referred to as average patience or average call abandonment rate. Want to learn more about key call center efficiency metrics?

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The 10 Essential Call Center Metrics You Can’t Live Without

Babelforce

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. 1 Average Handling Time.

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