OctopusTech

MARCH 1, 2023

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.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Dialer 360

NOVEMBER 16, 2018

On another hand, this is flexibility for the reps and allow contact center managers. The flexibility if the call center needs more or fewer reps at a particular time. Boost First Call Resolution (FCR). The reps within the team will be more available to filed calls. Call Recording – Quality Monitoring.

Service level 23

Service level Contact Center Schedule adherence Call Center 23

Tenfold - Contact Center Blog

JULY 9, 2018

Not only is this crucial to achieving high CSAT scores , a lower ASA lowers the occurrence of abandoned calls while increasing the First Call Resolution rate. Reducing the number of abandoned calls improves a contact center’s ASA score. To improve AHT, quality training and customized coaching should be done.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78