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Occupancy Rate vs Utilization Rate: What’s the Difference?

Fonolo

From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Total Shift Time —The full amount of time an agent was scheduled to work. For example, Occupancy Rates can help predict agent burnout and satisfaction at work.

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Occupancy Rate vs Utilization Rate: What’s the Difference?

Fonolo

From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Total Shift Time —The full amount of time an agent was scheduled to work. For example, Occupancy Rates can help predict agent burnout and satisfaction at work.

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How to Create a Call Center Performance Report

Fonolo

Here are some examples of how raw data can inform reporting: Hold time is an analytic that informs reporting on abandonment rates and service level. Call length is an analytic that informs reporting on First Contact Resolution (FCR). Number of calls is an analytic that informs reporting on agent occupancy rate.

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The Complete Guide to Call Center Management

Fonolo

Service level – the percentage of calls answered within a specified time frame. Average abandonment rate – the percentage of customers who hang up before interacting with an agent. Average time of work after calls – the amount of time agents spend working on related tasks after they’ve hung up with the customer.

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How to Improve Call Center Productivity

Balto

Call Center Productivity Metrics. Now, let’s check out some of the most relevant call center metrics and Key Performance Indicators (KPIs) for measuring productivity: First Call Resolution (FCR). First Call Resolution (FCR) is a customer satisfaction metric that can also be used to measure agent productivity.

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What is an ACD? The Basics of Automatic Call Distribution

Noble Systems

Once a caller’s issue is identified, the ACD picks the agent that is the most suitable match. Proficiency levels can help choose between similarly skilled agents. With the right configuration and tools, an effective ACD streamlines the entire call routing process and minimizes wasted time, for agents and for customers.