Remove Average Handle Time Remove Knowledge Base Remove Schedule adherence Remove Wait times
article thumbnail

10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

This metric reflects the knowledge base and expertise of the agents working in the contact centre as well as how well your customers are directed through the IVR to the appropriate agent. Average Handle Time (AHT). Average handling time tells you how much time on average, an agent spends working on a task.

Metrics 148
article thumbnail

A Beginner’s Guide On An Effective Inbound Call Strategy

OctopusTech

Every inbound call center will have unique priorities, but here are some examples of metrics that are usually dashboard-worthy: Average handle times Abandon rate Average wait time Service levels First call resolution Schedule adherence Customer satisfaction Forecast accuracy Net Promoter Score Quality scores 4.

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 Management? Need, Metrics, and Best Practices

Hodusoft

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.

article thumbnail

Top Call Center Efficiency Metrics And How To Improve Them

Playvox

Average Time To Abandonment (ATA) This is the average length of time in the queue that a caller waits in before they abandon their call , sometimes referred to as average patience or average call abandonment rate. For synchronous contacts, this includes hold times, transfers, and after-call work.

Metrics 52
article thumbnail

Top Metrics that Measure Inbound Call Center Performance

Tenfold - Contact Center Blog

With real-time access, the service vendor can immediately identify problems and take appropriate action. This is achieved maintaining a comprehensive knowledge base (FAQs) that customers can use as the first line of support. The most common factors that lead to abandoned calls are lengthy wait times and unnecessary hold times.

Metrics 78