Boost Productivity with the “Right” Contact Center KPIs and Gamification

Noble Systems

Service level measures the percentage of calls that are answered within a specific time period. Due to fluctuations of incoming calls, you may want to establish different thresholds for peak times and off-peak times. Average Speed of Answer (ASA). ASA measures the average time a call waits in the queue until it is picked up by an agent. Agents taking too much time dallying between calls needs to be dealt with through coaching and setting expectations.

Being Your Personal Best as a Contact Center Leader

Contact Center Pipeline

You have an overwhelming array of statistical performance measurements to track and analyze, such as average handle time, schedule adherence, personnel budgets, workforce management, voice of the customer tracking, etc. Being a contact center leader is a demanding job. You have a large number of people to lead.


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The Only Call Center Agent Performance Metrics You’ll Ever Need


Gone are the days when occupancy rate and average handle time were used to browbeat agents. Occupancy Rate/Auxiliary Time. Schedule Adherence. Schedule Adherence is another old but still useful measure of how well agents are turning up for work.

How to evaluate a call center agent’s performance?

ViiBE Blog

These KPIs illustrate how one agent’s productivity affects overall call center performance indicators such as call volume, wait times, and response time. Here are the five KPIs that we will focus on: Average Handle Time. Average Speed of Answer.

Schedule like a Boss

Monet Software

8 Tips for Optimizing Schedules and Enhancing Contact Center Workforce the Same Time. Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts.

10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

There are two ways of measuring this either average delay or grade of service. Average delay refers to the average amount of time a customer spends waiting in the queue for an answer from an agent whereas grade of service is the defined as a percentage of contacts answered within x seconds.

What Product Features Should I Look for in a WFM System?


Highly Flexible Scheduling – When agents worked in a centralized contact center, often distant from their homes, there was no option for them to take the kids to school or fix lunch for a live-in grandparent. It’s a brave new world for contact centers in the wake of the COVID-19 crisis.

How to Improve Employee Retention in Your Contact Center


In fact, a recent ICMI survey shows the average contact center’s agent turnover rate was 58% year over year. In fact, many call center employees find adhering to such standards leads to stress and negatively impacts their productivity.

Evaluate Agent Performance like a Pro with this Contact Center Score Card 


All contact center managers know that the job entails so much more than just scheduling a team and watching them work. Schedule reviews regularly and well in advance. To ensure agents know when their reviews are, schedule them in batches and on the same cadence.

Customer Reach – April Newsletter

Taylor Reach Group

Operational Indicators - Average Handle Time (AHT). Calculating Schedule Adherence in the Contact Center . Service level, the most commonly used center metric – is defined as the percentage of contacts that are answered within a specified target time threshold. Operational Indicators - Average Handle Time (AHT). In this article, we tackle one of the most important indicators; Average Handle Time (AHT). Newsletter.

How To Use Gamification To Improve CX In Your Contact Centre

Call Design

Average speed to answer. Average handle time. Average after work time. Schedule adherence. Developing small gamification elements throughout an agent’s time has lasting effects on contact centre engagement.

Top 10 Tips to Improve the Productivity of Your Call Center Agents


Additionally, to improve employee engagement and customer satisfaction, you can employ schedule adherence and conformance metrics. When handling a call, how long the agent takes to seek out the customer data is one of the major determinants of how long, may resolve wanted issues.

Top Call Center Metrics and How to Use Them to Thrive in a Data-Driven World

Monet Software

Service Level: Service level refers to the percentage of calls being answered within a given time frame and measures the overall performance of how accessible your service is for customers. You might want to look at Average Speed to Answer (ASA) and Abandonment Rate (AR) along with SLAs. Earning customer loyalty takes time but can be destroyed in seconds. Ask what’s keeping them from handling calls faster. Tip: Average Handle Time can be measured in different ways.

12 Call Center Best Practices You Need to Be Doing Right Now


In addition to call monitoring and scoring, managers and supervisors should also make it a point to schedule in time for targeted coaching sessions with agents. Training, however, should not be viewed as a one-time thing. As recent research shows, the U.S.

The Importance of Workforce Management for Contact Center Leaders


With so much data at our fingertips, WFM projects frequently seek to uncover hidden insights from workforce statistics to enable better decision making, budgeting, scheduling, etc. Captures staffing data in real-time. Supports schedule compliance. Minimize hold time.

What is Workforce Management Software?

Monet Software

Workforce management in a contact center or help desk is the art and science of having the right number of employees with the right skills at the right times, to meet accurately forecasted volumes of work at a predetermined service level with minimized costs. The objective of workforce management software is to gain visibility into call center metrics such as service levels, schedule adherence, average handle time, etc.

What is Call Center Shrinkage and How to Reduce It


Why You Should be Tracking Call Center Shrinkage in 2019 Do you know how many of your scheduled call center agents are actually available to take calls at any given time versus how many are on break, attending team meetings, doing after call work, out sick or late to their shift? Those reasons can include: External Shrinkage Factors: Holidays & vacations Sick time Absenteeism Lateness Leaving early.

What is Call Center Performance Management?


In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service. However, gathering enough data to decide where to direct resources to improve performance requires a huge amount of time and managerial energy. Team leaders report high levels of call center attrition and agent burnout after certain periods of time. What is Performance Management?

Top Metrics that Measure Inbound Call Center Performance

Tenfold - Contact Center Blog

It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customer calls. Simply put, it’s getting it right the first time and reducing customer effort. To calculate the average cost per contact, the total cost associated with operating the business is divided by the total number of contacts handled. It’s also best to set expectations and be transparent with the wait time.

How to Calculate Occupancy Rate in a Call Center


‘Occupancy Rate’ is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time). For example, if your call center has an occupancy rate of 90% yesterday, that meant that your agents were handling customer enquiries for an average of 54 minutes out of every 60. It’s rarely calculated on an individual level; typically it will be looked to determine which times of day, week, year etc.

Essentials of Cloud Contact Centers

Noble Systems

Agents, team leads and supervisors each have their own view of real-time information from anywhere. It analyzes both live calls and call recordings to prompt agents, spot trends, identify reasons for customer calls, improve quality, measure script adherence and discover training and coaching needs. When WFM is web-based, agents can access their personal information and perform tasks like requests for time off or bidding on shift and overtime slots from anywhere.

The Definitive List of 27 Call Center Metrics and KPIs


As Forrester explains in a recent report : Executives need strategic KPIs to prove the business case for good customer service operations, while operational managers need to gather more comprehensive metrics in near real time to make the right decisions about the management of service requests of their workforce. There are many call center metrics you can measure, but only a few KPIs that you will want to monitor over a period of time.

Contact Center Metrics, Why Do They Matter?

Taylor Reach Group

If we generated every possible report, not only would we never have enough time to read, review and understand the reports, but we would likely increase confusion and ambiguity regarding the centers’ performance. Login time. Available time. Busy/Not ready time. Talk time. Warp time. Hold time. Schedule Adherence. Average talk time. Average hold time. Average handle time.

How To Be An Effective Manager

Contact Center Geek

She is lauded for having the lowest Average Handle Time, highest Call Quality scores, and highest Schedule Adherence. Of course, she is given training on how to approve time sheets, how to score a call, and, so very often, how to run reports, but she never gets training on how to actually manage her team members. Nearly every time I talk with other contact center leaders the subject of manager training comes up.

How Can You Increase Your Contact Center Service Level?

Dialer 360

For instance, the service level of 95% would achieve 9/10 calls; answers established a time limit. Typically, several businesses may not have the resources to field a full-time call center. For companies want to reclaim their employees’ time. The measurement of consistency over time and defined clear. Besides, every decision that is by call center management to schedule reps training. All remove scenario may lead to an increase in average handle time.

What Metrics Matter Most For An Inbound Call Center?

Quality Contact Solutions

Average Speed of Answer (ASA) : This metric calculates the amount of time it takes to answer a call once the call has been routed to the call center. Service Level : The percentage of calls that are answered within a specified time. Hold Time : This is measured from the time the agent puts the customer on hold until the agent becomes active again. By Kelli Barabasz, Vice President of Operations.