Outsource Consultants

JUNE 15, 2022

For the time being, these higher call volumes should not be treated as an anomaly and your call center should be staffed accordingly. If you are experiencing long wait times and agent burnout, it’s time to add support. 2) Be proactive.

Automotive 128

Automotive Transportation Contact Center Agent burnout 128

Playvox

OCTOBER 19, 2021

Increased agent burnout. Working extra overtime hours and handling back-to-back interactions all day long can quickly lead to agent burnout, especially if customers are frustrated about long wait times and take it out on agents. Outsource part of your volume.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

Babelforce

JULY 29, 2021

Hold time is what happened for the customer.). 9 Wait time. Wait time is also similar to ASA and hold time! However, this metric tries to judge the entire customer waiting experience from dialing to talking. Tracking this metric reveals the maximum amount of time customers are willing to wait.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

Sykes

DECEMBER 14, 2017

When communication is poor or call wait times are long, frustrated consumers frequently end contact without issue resolution. Ensure that prospective members won’t be met with long hold times and overwhelmed agents when they come to you for answers. Embrace multiple service channels.

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40