Abandon rate Average Handle Time Morale outsourcing 
Playvox
OCTOBER 19, 2021
When you have an agent shortage, it causes significant CX, operational, morale, and cost issues. Higher queue times. Being short-staffed causes gaps in the schedule and results in a situation where there are simply not enough agents to handle volume. One of the first places this shows up is higher average speed to answer (ASA).
TLC Associates
JUNE 20, 2019
Even an overemphasis on average handle time can skew these numbers. Average Handle Time – If your handle times were low, know that this KPI is not necessarily a reflection of your agents’ capabilities. Abandon Rates – When call volumes increase, there will be an uptick in abandon rates.
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Babelforce
JULY 29, 2021
It’s useful to know, but – time spent talking doesn’t necessarily indicate service quality. #2 2 Average handle time (AHT). AHT is the average time it takes agents to handle a call, from when they pick up to when they finish after call work. 3 Call abandonment rate. 14 Cost per call.
Hodusoft
OCTOBER 19, 2023
10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. Technology Integration One of the best and most powerful strategies to reduce costs in Business Process Outsourcing contact centers is the implementation of the latest technologies.
OctopusTech
AUGUST 31, 2022
One thing that has remained constant for a long time is that users still prefer to solve their queries on a phone call rather than choosing any other medium and that’s where Interactive Voice Response comes in. Boosts the morale and performance of agents. Apart from this, you can also measure customer churn rate and retention rate.
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