Abandon rate Morale Training Wait times 
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. Call center schedule adherence is the amount of time agents spend sticking to their schedule. The schedule includes call time, wrap-ups, meetings, and training.
Fonolo
AUGUST 17, 2021
Evaluate metrics like first-call resolution , customer satisfaction score, abandonment rate, and average handle time to measure performance, and compare them to your competitors. Ask agents for feedback, resolve issues, monitor performance, and take active steps to boost morale in the office. Then, act on your results.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Outsource Consultants
SEPTEMBER 14, 2021
Waiting is the Hardest Part (But It Doesn’t Have to Be). Customers have not only come to expect inevitable wait times — they’ve come to loathe them. When faced with unanticipated hold times and slow inquiry resolution. Decreased call abandonment rates and total call time (by eliminating call holds).
SharpenCX
JUNE 23, 2021
Call abandonment rate. It’s been two hours and that hold music has repeated countless times. As customers, we don’t have all day to wait on a call with customer service. To track your abandonment rate, divide your number of abandoned interactions by your total inbound interactions.
Hodusoft
JULY 3, 2023
Also, by considering AHT, they can ensure that calls are directed to the appropriate agents or departments to minimize waiting times. Some factors that impact AHT include: Dead air Hold-time violations Supervisor escalations 2. Decline in call abandon rates Did you know that longer handling time can increase call abandon rates?
Balto
NOVEMBER 8, 2022
If an agent spends more time on after-call work than necessary, you can make the data input process more straightforward and improve your agent training methodologies. Call volume is the average number of outgoing and incoming calls a contact center handles in a given time frame. Average Call Abandonment Rate.
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.
Expert insights. Personalized for you.
141 
Let's personalize your content