Quality Contact Solutions

DECEMBER 31, 1969

One of the most commonly asked questions when it comes to inbound call center outsourcing is around metrics. There are many other metrics such as Average Handle Time (AHT), Schedule Adherence, Attrition, Cost per Contact, and Average Wait Time (AWT).

Call Center 40

Call Center Metrics First call resolution Schedule adherence 40

Dialer 360

NOVEMBER 16, 2018

For companies want to reclaim their employees’ time. Improve their customer service; an outsourced call center could be the answer. All remove scenario may lead to an increase in average handle time. Chasing schedule adherence for the shift, day after have ended missed opportunity to correct an issue quickly.

Service level 23

Service level Contact Center Schedule adherence Call Center 23

Tenfold - Contact Center Blog

JULY 9, 2018

In most outsourced inbound call centers, failing to hit the required service level can result to penalties and losing the contract. A report from Glance shows that 67% of customers hang up in frustration while waiting for a customer service representative to answer. Average Handle Time.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Babelforce

NOVEMBER 30, 2022

Average speed of Answer is a call center KPI which indicates the average amount of time a caller must wait to reach an agent after they’ve entered a queue. This does not include time spent navigating an IVR system. Average Handling Time (AHT). Expected Wait Time? Revenue per call.

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52