Playvox

APRIL 4, 2023

Replacing agents lost to attrition is costly — averaging more than $14,000 per agent. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Agents need to hear when their performance could use some help.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

JustCall

MARCH 6, 2023

Call abandonment rate, which shows how many customers hang up before speaking with an agent. Average handling time, to indicate how long an agent takes to complete a customer call. Customer satisfaction score, to measure how satisfied customers are with the way their calls have been handled.

Call Center 52

Call Center Abandon rate Average Handle Time Metrics 52

Fonolo

SEPTEMBER 28, 2021

They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. One single training strategy will ensure all of your agents are on the same page and will provide consistent service to all customers. 5 Best Practices for Training Remote Call Center Agents.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Voxjar

JANUARY 11, 2018

Low Dead Air Time – Dead air on a call often means your reps are uncertain of how to respond to a customer and leaves customer waiting uncomfortably in limbo. Average Handle Time – A problem is likely to be resolved on the first call if the customer gets their answer quickly.

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40