Fonolo

JULY 7, 2022

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. What is Call Center Schedule Adherence? Call center schedule adherence is the amount of time agents spend sticking to their schedule.

Schedule adherence 141

Schedule adherence Call Center Abandon rate Wait times 141

Playvox

JULY 14, 2023

Are agents working on what they are scheduled to do? Look at schedule adherence and schedule compliance metrics. Having contact center software in place to automatically detect holds and dead air is a great way to minimize abandonment rates, maximize efficiency, and highlight areas for improvement.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Global Response

DECEMBER 2, 2022

Abandon rate. The inverse of the answer rate. Abandon rate = calls abandoned ÷ (calls abandoned + calls answered). For instance, if a quality scorecard includes 20 criteria and a Brand Specialist’s contact meets 18 of them, their score as a percentage would be 90. Agent status. Calls in queue.

call center workforce 62

call center workforce Metrics Call Center Management 62

Fonolo

DECEMBER 9, 2021

Schedule reviews regularly and well in advance. To ensure agents know when their reviews are, schedule them in batches and on the same cadence. You might decide to meet bi-weekly, monthly, or quarterly depending on how many agents you’re responsible for. Ask each agent to have a self-assessment prepared for your meeting. .

Contact Center 81

Contact Center Schedule adherence Abandon rate Average Handle Time 81

Playvox

JULY 31, 2023

Ensuring that employees can be a part of managing their schedule has big benefits. Improvements in schedule adherence , occupancy rates , and efficiency mean the return on investment (ROI) on WFM is potentially enormous when you find an effective workforce management solution. Who’s away?:

Self service 85

Self service Management Coaching Contact Center 85

OctopusTech

MARCH 1, 2023

Every inbound call center will have unique priorities, but here are some examples of metrics that are usually dashboard-worthy: Average handle times Abandon rate Average wait time Service levels First call resolution Schedule adherence Customer satisfaction Forecast accuracy Net Promoter Score Quality scores 4.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Fonolo

NOVEMBER 3, 2015

Why Your Call Center Needs to Watch Abandon Rates. ‘Occupancy Rate’ is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time). Given the same number of calls with the same handle time, meeting a higher service level will yield lower occupancy rates and vice versa.

Call Center 52

Call Center Average Handle Time Schedule adherence Agent burnout 52