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The Ultimate Guide to Call Center Agent Performance

Fonolo

TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). Schedule Adherence Schedule Adherence is another older metric that can still be a useful measure of agent attendance.

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10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

The industry benchmark for the first call resolution measurement is between 70% to 75%. Even if it is not set as a KPI, management can use it to coach and train staff to improve the way they handle contacts to get better results. It is measured as a percentage of scheduled time on the phone. Net Promoter Score.

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The Importance of Workforce Management for Contact Center Leaders

Serenova

An integrated workforce management system helps contact center leaders get a handle on the schedule adherence battle by building multi-channel schedules with shifts that address multiple activities across. Supports schedule compliance. Monitor agent calls for coaching opportunities.

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

Noble Systems

Identification of areas for improvement and definition of new goals should be discussed during coaching sessions. For example, you might specify a 90/20 service level meaning that 90% of the calls should be answered within 20 seconds. First Call Resolution (FCR). Process issues need to be addressed by operations.

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A Beginner’s Guide On An Effective Inbound Call Strategy

OctopusTech

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.

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Workforce Management Guide for Contact Center Leaders (& Why it’s Important)

Serenova

An integrated workforce management system helps contact center leaders get a handle on the schedule adherence battle by building multi-channel schedules with shifts that address multiple activities across. Supports schedule compliance. Monitor agent calls for coaching opportunities.

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How Can You Increase Your Contact Center Service Level?

Dialer 360

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. Chasing schedule adherence for the shift, day after have ended missed opportunity to correct an issue quickly.