Playvox

NOVEMBER 1, 2022

According to a 2021 survey by ICMI , the top 10 metrics for employee performance in service centers are: Customer Satisfaction Agent Productivity Accuracy Average Handle Time Average Speed of Answer Quality Score Abandonment Rate Schedule Adherence Service Level Average Response Time.

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

Global Response

DECEMBER 2, 2022

Abandon rate. The inverse of the answer rate. Abandon rate = calls abandoned ÷ (calls abandoned + calls answered). Average handle time (AHT) measures the average length of interaction, including hold time, talk time, and after-call work. Average handle time.

call center workforce 62

call center workforce Metrics Call Center Management 62

JustCall

MARCH 9, 2023

Call Abandonment Rate The call abandonment rate is the rate at which your customers drop out of the call waiting queue and abandon the service call. It can be obtained by dividing the difference between incoming calls and handled calls by the total calls received.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52

Playvox

JULY 14, 2023

Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. Are agents working on what they are scheduled to do? How accurate is your forecast to actuals?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Monet Software

JULY 30, 2019

You might want to look at Average Speed to Answer (ASA) and Abandonment Rate (AR) along with SLAs. Abandonment Rate: Abandon rate represents the percentage of calls that are dropped by customers before they speak to an agent. Tip: Long hold times are usually the root cause of high abandon rates.

Call Center 54

Call Center Metrics Abandon rate Schedule adherence 54

Playvox

JUNE 22, 2023

Average Time To Abandonment (ATA) This is the average length of time in the queue that a caller waits in before they abandon their call , sometimes referred to as average patience or average call abandonment rate.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Fonolo

DECEMBER 9, 2021

Average speed to answer (ASA). The average time it takes for a customer to get through to an agent. Abandon rate. Average handle time (AHT). The average amount of time it takes for an agent to resolve a call. Average hold time. Customer satisfaction ratings.

Contact Center 81

Contact Center Schedule adherence Abandon rate Average Handle Time 81