Benchmark First call resolution industry standards Time management 
NobelBiz
MARCH 5, 2024
Transfer Rate : A lower transfer rate suggests that agents are well-equipped to handle a wide array of customer issues, promoting first-call resolution and enhancing customer satisfaction. Strategy : Utilize industry reports and benchmarking studies to gauge your performance against peers.
NobelBiz
APRIL 18, 2023
The following formula is used to get the AHT (Average Handle Time): the duration of the exchange itself (AHT), the duration of the caller’s wait (MEA), and the duration of the file’s post-call processing (ACW). Why is benchmarking important? Check our guide on what KPIs to follow if you want to have excellent customer service.
JustCall
OCTOBER 25, 2023
These include: Providing training in time management techniques to help agents handle tasks efficiently. For First-Call Resolution (FCR): Ask if the issue was resolved during the call or if the customer had to contact the company again.
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