Fonolo

JUNE 9, 2020

First Call Resolution (FCR). In an ideal scenario, customers will only need to call your support center once to have their issue resolved. According to SQM group , the average call center has an FCR of 72%, which means that 28% of calls require a follow-up engagement. Did you know?

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Fonolo

SEPTEMBER 21, 2023

TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). Cultivating a culture where everyone embraces both positive and constructive feedback can help bolster your contact center’s productivity.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

TLC Associates

NOVEMBER 19, 2019

It’ll help you recognize if their principles influence real-world morale and performance or if they’re hollow words. Exceptional contact center service never settles for the status quo. And most contact centers welcome potential clients to view a training. Will your software integrate with our internal tools?

Contact Center 40

Contact Center outsourcing Coaching Average Handle Time 40