Balto

JANUARY 2, 2025

A rising call transfer rate, for instance, signals gaps in agent training or routing systems, giving you a clear area for improvement. Its also essential to differentiate between customer-focused metrics and agent-focused metrics. Use self-service options or virtual queues to minimize active waiting calls.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Babelforce

JULY 29, 2021

This threshold is the maximum amount of time you want customers to wait. A standard version of service level is 80% of calls answered within 20 seconds. When calculating service level, you must decide whether or not to include abandoned calls. #5 17 Customer effort score (CES).

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

Balto

JANUARY 21, 2025

Choosing the right agent performance metrics can be crucial for your call center Its also essential to differentiate between customer-focused metrics and agent-focused metrics. Agent-focused metrics, like average handle time, after-call work, and agent turnover, help gauge efficiency and agent performance.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52