Average Handle Time Call flow Employee engagement Feedback 
ShepHyken
JANUARY 22, 2021
They can also snoop, barge, and whisper on a live call if required. The supervisors can download the calls to analyze the call quality standards and score each call according to metrics like language proficiency. This kind of regular feedback helps the agents better their performance and deliver unremitting services.
SharpenCX
JUNE 28, 2023
This metric helps determine the effectiveness of your call center and contributes greatly to overall customer satisfaction and retention. Average handle time — the amount of time it takes a rep to handle a call from start to finish. These certainly aren’t the only call center metrics you can gather.
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