Talkdesk

APRIL 10, 2019

First Call Resolution: First call resolution, or first contact resolution, tracks how many customer issues are resolved on the first call or interaction. Resolving customer issues quickly without repeated interactions with your agents generally yields happier customers.

Call Center 45

Call Center Metrics Schedule adherence First call resolution 45

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

Hodusoft

DECEMBER 28, 2022

Let’s unwrap some useful call center metrics that provide deep insights about consumer interaction and can be leveraged by businesses to improve CX. It is an excellent way to assess call center operations and agent effectiveness. The ideal agent utilization rate varies across industries and call types.

Best practices 52

Best practices Call Center Metrics call center software 52

3CLogic

NOVEMBER 10, 2021

Monitoring agent performance metrics — which includes service level, agent schedule adherence, call resolution, average handle time, and customer satisfaction — is critical for identifying opportunities to improve. So how can you ensure you maintain or improve first call resolution rates?

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Noble Systems

JUNE 27, 2019

Inbound interactive voice response (IVR) can provide account information, payment options and responses to frequently asked questions. Outbound IVR can provide personalized messages, administer surveys and other research. Automating and queueing call backs also elevates the customer experience.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

JustCall

MARCH 9, 2023

Calls Handled The calls handled metric lets you see how many calls your call agents handled in a predetermined timeframe. It can be categorized into two parts – calls handled by agents and calls handled by IVR or other automated systems. This helps you introduce relevant self-service for customers.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52

Pointillist

JANUARY 25, 2019

Calls Handled This KPI includes all the calls touched by agents in a specific time frame but it usually does not include abandoned calls. It is the average cost for each call handled by a call center. This can be achieved through communications, self-service options, and agent training.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75