Average Handle Time First call resolution Industry Schedule adherence 
Fonolo
OCTOBER 13, 2022
A shrinkage rate of 30-35% is considered to be acceptable in the contact center industry, and you should plan your staffing with this number in mind. When shrinkage starts to creep up, it can create a domino effect that has a negative impact on your call center operations. Track Schedule Adherence. DID YOU KNOW?
Call Design
JULY 6, 2021
The contact centre industry is the backbone of brands all over the globe. The industry benchmark for the first call resolution measurement is between 70% to 75%. The industry median net promoter score is +44, meaning there’s generally more positive promoter scores than negative. Average Handle Time (AHT).
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Fonolo
SEPTEMBER 21, 2023
TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). Establish Your KPI Tracking Methods If you don’t already have a system to track agent performance, it’s time to upgrade.
Call Design
SEPTEMBER 21, 2021
The contact centre industry is no different from any other and analysing big data allows managers to refine output more accurately than ever before. Metrics include: • First call resolution. Average speed to answer. Average handle time. Average after work time. Schedule adherence.
Hodusoft
OCTOBER 22, 2021
Call centers are typically considered cost centers, evaluated primarily based on the results they produce. Due to its highly competitive nature, it is one of the toughest, and demanding industries. Therefore, maintaining improve call center productivity, agent productivity can be a difficult task for managers.
Quality Contact Solutions
DECEMBER 31, 1969
Hold Time : This is measured from the time the agent puts the customer on hold until the agent becomes active again. First Call Resolution (FCR) : First call resolution is measured by what percentage of your customers’ calls were handled in the first contact.
Noble Systems
OCTOBER 18, 2018
For example, you might specify a 90/20 service level meaning that 90% of the calls should be answered within 20 seconds. Due to fluctuations of incoming calls, you may want to establish different thresholds for peak times and off-peak times. First Call Resolution (FCR). Average Handle Time (AHT).
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