Fonolo

JULY 7, 2022

We all know the ramifications: if you’re short an agent at peak time, your customers will feel the brunt of long waiting times. If you are looking to improve call center agent productivity and optimize your contact center operations , you must learn how to calculate call center schedule adherence.

Schedule adherence 141

Schedule adherence Call Center Abandon rate Wait times 141

Playvox

JULY 14, 2023

In times where doing more with less is critical, the first place a business should look to save costs is with their people and their processes. A more productive contact center will have shorter wait times and higher First Contact Resolution rates, usually leading to increased customer satisfaction.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Monet Software

JULY 30, 2019

You might want to look at Average Speed to Answer (ASA) and Abandonment Rate (AR) along with SLAs. Average Speed of Answer: Average Speed of Answer (ASA) calculates the average amount of time it takes for calls to be answered in a given time frame. Tip: Long hold times are usually the root cause of high abandon rates.

Call Center 54

Call Center Metrics Abandon rate Schedule adherence 54

JustCall

MARCH 9, 2023

Average Hold Time The average hold time is the duration for which your customers were waiting in a queue for their queries to be resolved. It can be obtained by adding up all the wait times of every caller and dividing this number by the total number of calls. You want this metric to be as low as possible.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52

Hodusoft

DECEMBER 28, 2022

This metric gives a detailed analysis of the utilized time by the agents across their shifts. It is an excellent indicator to track the agent’s performance and monitor their schedule adherence. The ideal agent utilization rate varies across industries and call types.

Best practices 52

Best practices Call Center Metrics call center software 52

Playvox

JUNE 22, 2023

Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy. 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.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Pointillist

JANUARY 25, 2019

Many companies find NPS appealing because it relies on a simple question: “How likely is it that you would recommend [company X] to a friend or colleague?” CES asks customers to evaluate how much effort they had to put in to get their issue resolved. Clearly, shortening the average age of the query is a good goal.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75