JustCall

MARCH 9, 2023

There are over 30 contact center KPI benchmarks that your business can track to achieve higher performance. You can obtain this metric by multiplying the average number of calls handled by the average time of calls handled and dividing this figure by the working hours.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52

OctopusTech

MARCH 1, 2023

Our consumer benchmark study revealed that 87% of consumers are willing to buy more products from businesses that provide great experiences, so it’s a sound strategy. This may help them with benchmarking and goal setting. Some companies even use call center gamification as an incentive system for performance.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Playvox

JUNE 22, 2023

These metrics or key performance indicators (KPIs) are put in place to help leaders benchmark and track improvements to agent performance, call center operations, and ultimately how these metrics lead to improved customer service delivery and outstanding customer experience.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Hodusoft

DECEMBER 28, 2022

A call center’s FCR metrics can be improved in multiple ways, such as: Establishing a resourceful and knowledgeable base for FCR escalations Providing self-service options to resolve simple issues Allocating feedback by conducting surveys Tracking repeat calls through speech recognition Examining the FCR push-down cause 2.

Best practices 52

Best practices Call Center Metrics call center software 52

Pointillist

JANUARY 25, 2019

This can be achieved through communications, self-service options, and agent training. They also have responsibility for handling inquiries that come in through online and mobile channels. Over time, voice contacts will likely fall while other self-service channels grow.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75