Remove Agent burnout Remove Customer effort Remove Interactive Voice Response Remove Wait times
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The 10 Essential Call Center Metrics You Can’t Live Without

Babelforce

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. Average handling time (AHT) measures the average time it takes agents to complete a call.

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21 Call Center KPIs for Complete Performance Visibility

Babelforce

ASA tells you the average time a caller waits after they are routed to a queue but before they’re bridged to an agent. Customers dislike waiting, so keeping this metric down will improve the customer experience. ASA doesn’t include time spent interacting with your IVR. 9 Wait time.