article thumbnail

Metrics to Measure the Performance of Your Virtual Call Center

Hodusoft

Metrics to Measure the Performance of Your Virtual Call Center “A useful metric is both accurate and aligned with your goals. Managing a virtual call center is not easy. Only the right metrics can tell you if things are working in your call center or not. Read on to gain valuable insights.

article thumbnail

11 Must Know Call Center Terminologies- A Guide!

Hodusoft

This has resulted in increased demand for cloud-based call center solutions, as well as virtual call center services that can be operated from home. AHT (Average Handling Time) – AHT is the average amount of time that an agent spends on a call with a customer, including hold time.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

What is call center technology?

ViiBE Blog

These centers communicate with customers exclusively by making and receiving telephone calls. The software running these centers can vary, but important metrics are Average Handling Time , First Call Resolution Rate, and Net Promoter Score. Contact Center. Virtual Call Center.

article thumbnail

What is the call center experience?

ViiBE Blog

Average Handle Time. Average Handle Time ( AHT ) is a metric that measures the average total time an agent spends on a call. AHT is a helpful shorthand to gauge how long calls are taking and how to allocate your resources accordingly. Otherwise, it could cost you your business!

article thumbnail

Contact Center Trends 2021: The CX Watershed

Fonolo

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Call Centers Will Change in 2020. Improving Average Handle Time (AHT).

article thumbnail

How to evaluate a call center agent’s performance?

ViiBE Blog

We will introduce you to some crucial KPIs and explain how to use them to improve your call center agents’ performance. Here are the five KPIs that we will focus on: Average Handle Time. These three factors are then averaged by the total number of calls to find the AHT. Employee break time.

article thumbnail

A Definitive Guide to Call Center Metrics: 17 Call Center KPIs to Track

JustCall

Here are 17 important call center metrics to look out for: 1. First Call Resolution. First contact resolution or first call resolution (FCR) is a measure of contact center agents' performance. Average Handling Time. Read More, Here.