Fonolo

AUGUST 17, 2021

Luckily, a successful call center is within reach. With some careful thought and these helpful tips, you can optimize your call center’s performance: 1. With the latest call center technologies, identifying and measuring Key Performance Indicators (KPIs) is a breeze. Use metrics and act on them.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Quality Contact Solutions

DECEMBER 31, 1969

One of the most commonly asked questions when it comes to inbound call center outsourcing is around metrics. Because there are so many metrics that are available to track internally, externally, at the inbound call center agent level and the program level, it’s no wonder people stop to think “where do I begin?”

Call Center 40

Call Center Metrics First call resolution Schedule adherence 40

Taylor Reach Group

NOVEMBER 30, 2018

I just don’t understand that while our incentive to reduce average handle time was so successful our call volume increased substantially. Not sharing with HR the staff and skills/competencies that work best in the center. Turnover is a part of life in a contact center so we shouldn’t try to address it.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111