Global Response

DECEMBER 2, 2022

There are KPIs that may be considered basic to the contact center. But each account customizes the metrics to its specific situation, which may differ by product category, industry, sales strategy or any number of factors. Abandon rate. The inverse of the answer rate. Agent status.

call center workforce 62

call center workforce Metrics Call Center Management 62

Monet Software

OCTOBER 8, 2020

You might even prepare rebuttals to potential objections, just like you would for agents’ sales scripts. Staffing costs are typically the biggest call center expenditure, and there’s a real art to arriving at an accurate picture. Show your work. The cost is $120 per day (at $15 per hour), or $26,400 for the year.

Contact Center 79

Contact Center Abandon rate call center workforce Average Handle Time 79

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. Factors such as mail drops, TV announcements, sales events, and other marketing factors could also increase your expected volume.

Management 40

Management Abandon rate Metrics Contact Center 40

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Setting agreed-upon metrics across different areas of the business — IT, the C-Suite, sales, operations, etc. — is a good place to start.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52