Call Design

JULY 6, 2021

The contact centre industry is the backbone of brands all over the globe. It provides the necessary contact point for customers to connect with brands, whether that be troubleshooting, simple questions or administrative needs. The industry benchmark for the first call resolution measurement is between 70% to 75%.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

JustCall

MARCH 9, 2023

30+ KPIs for Contact Centers You can get a good idea of how well your contact center is working through the following contact center metrics that cover everything from operations, performance, and inception to customer experience. Let’s dive straight into the 30+ best contact center metrics industry standards.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52

Monet Software

JULY 30, 2019

Average Speed of Answer: Average Speed of Answer (ASA) calculates the average amount of time it takes for calls to be answered in a given time frame. It often goes along with the Average Wait Time (AWT) metric which corresponds to the period of time before you get connected to an agent.

Call Center 54

Call Center Metrics Abandon rate Schedule adherence 54

OctopusTech

MARCH 1, 2023

This makes it easier for customer service teams to provide 24-hour support since they have employees working in different time zones. Depending on the industry, call systems can screen incoming calls and analyze the customer’s request.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Pointillist

JANUARY 25, 2019

According to industry analyst firm CEB, customer satisfaction really suffers after high-effort or time-intensive interactions. CES asks customers to evaluate how much effort they had to put in to get their issue resolved. Many find an adherence rate of 80% to be a good target.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75