Benchmark First call resolution Time management Wait times 
JustCall
MAY 14, 2024
Higher average wait time (AWT) almost always leads to higher abandonment rates and lower CSAT scores. No one likes to wait more than a few minutes to connect with a support agent (unless there’s a grave issue that’s worth the wait). So why does AWT go up at call centers? Unlike AWT, ASA doesn’t include IVR time.
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. You will be alerted every time your criteria are met. This ensures you have a balanced view of both outcomes and processes.
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?
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