Calabrio

MARCH 25, 2025

Call Abandonment Rate: This metric measures the percentage of callers who hang up before speaking with an agent. Why it matters: High abandonment rates can indicate potential staffing issues or shortages, as well as long wait and resolution times that may indicate lagging agent performance.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Hodusoft

JULY 2, 2024

High Call Volume: Long wait times & high turnover rates in contact centers lead to increased abandonment rates and missed opportunities for upselling and cross-selling. Agent Burnout & Attrition: Another major concern of insurance contact centers is increased agent burnout and attrition rate.

Agent burnout 52

Agent burnout Customer Experience Abandon rate Average Handle Time 52

Balto

JANUARY 21, 2025

Formula: Pro Tip: Break call volume into categoriescalls managed by agents and self-service options (like interactive voice response systems). This helps you pinpoint opportunities to reduce agent load and improve contact center efficiency. Streamlining after-call work or improving agent training can reduce AHT and boost satisfaction.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Playvox

APRIL 6, 2023

If too many people are scheduled, you’ll see downtime between interactions, lower occupancy rates, and lower employee productivity for the agents. If not enough people are scheduled, you will often see agent burnout due to minimal breaks between interactions, a higher-than-ideal occupancy rate, and higher overtime costs.

Management 54

Management Contact Center Best practices Agent burnout 54

Playvox

APRIL 27, 2023

Agents won’t burn out trying to channel jump to satisfy needs. Related Article: How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It) Trend 3: Prioritization Of Employee Experience And Employee Engagement Your help desk is the relationship hub for your brand.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Balto

JANUARY 18, 2025

Managing shifts to prevent agent burnout. Call Center Agents The Frontline Warriors Call center agents are the frontline warriors of any call center operation. Without the right KPIs, even the best contact centers can fall victim to inefficiency, agent burnout, and declining satisfaction rates.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Managing shifts to prevent agent burnout. Call Center Agents The Frontline Warriors Call center agents are the frontline warriors of any call center operation. Without the right KPIs, even the best contact centers can fall victim to inefficiency, agent burnout, and declining satisfaction rates.

Best practices 52

Best practices Call Center Metrics Management 52