Agent burnout Average Handle Time Customer effort Metrics 
Babelforce
NOVEMBER 25, 2021
In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time. Top Ten Call Center Metrics. #1 1 Average Handling Time.
Babelforce
JULY 29, 2021
So which metrics are the most useful? 1 Average Talk Time (ATT). Talk time is a simple metric; it’s the total time agents spend dealing with callers. It’s useful to know, but – time spent talking doesn’t necessarily indicate service quality. #2 2 Average handle time (AHT).
Voxjar
JANUARY 11, 2018
First Call Resolution (FCR) is arguably the most important metric for small and midsize contact centers to track. A high FCR typically means you are also doing really well with: Customer Experience – You normally see high FCR and high CSAT scores going hand-in-hand. Let’s say your call center is not efficient.
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