Calltools

JUNE 9, 2021

The handle time starts when an agent answers and only ends when the agent disconnects the call. A long average handle time is not only a sign that your caller satisfaction can be improved, but also that your agents may need additional training in efficient handle time. After Call Work Time. First Call Resolution.

Metrics 52

Metrics Abandon rate First call resolution Average Handle Time 52

Callminer

OCTOBER 3, 2019

“The goal of the phone call is to resolve the issue during the first interaction. Studies show that “67% of customer churn is preventable if the issue is resolved during the first engagement. This is the x factor, which distinguishes an ordinary and an outstanding customer service agent. Emotional stability is critical.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Without question, our most important metric is first call resolution…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561