Fonolo

SEPTEMBER 26, 2017

When agents can’t keep up with calls, the Average Speed to Answer (ASA) grows. That drives up the abandonment rate, as callers get tired of waiting on hold. Long wait times also lead to frustrated customers who then take out their anger on the agents, raising average handle time and lowering agent morale.

Call Center 64

Call Center Abandon rate Abandon Call Morale 64

Fonolo

SEPTEMBER 28, 2021

They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. Receive an average score of X on a customer satisfaction survey over 30 days. Finish X number of training webinars in Q1. Service level – the percentage of calls answered within a specified time frame.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

SharpenCX

FEBRUARY 25, 2020

And, this hurts you, team morale, and your customers. Maybe it’s time to apply Marie Kondo’s Tidying Up Method within your call center reporting to simplify your life and the lives of your agents. Watch our webinar: Agent Experience has a direct impact on your customer satisfaction. Hmm, both are looking kind of low.

Call Center 76

Call Center Morale Metrics Abandon rate 76