Abandon rate Agent burnout Morale 
Fonolo
SEPTEMBER 28, 2021
They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. Average abandonment rate – the percentage of customers who hang up before interacting with an agent. Note which times on which days are busiest and be sure to schedule your agents accordingly.
JustCall
MARCH 6, 2023
Some of them are: Call arrival rate, for frequency of inbound calls. Call abandonment rate, which shows how many customers hang up before speaking with an agent. Average handling time, to indicate how long an agent takes to complete a customer call. Many call centers aim for a rate of between 80 and 90 percent.
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Babelforce
JULY 29, 2021
3 Call abandonment rate. Callers tend to abandon the queue when they have to wait for too long. Keep track of how often this happens by measuring your call abandonment rate – that’s the percentage of callers who quit while waiting. Average idle time measures the time agents waiting for calls to come in.
Xaqt
FEBRUARY 26, 2020
There is a lot of misinformation on the internet, and providing employees easy access to verified and accurate information will have a positive impact on moral and reduce fear. Employee Information Hotlines Keeping employees up to date on the current situation and your company's policies and procedures is critical.
Playvox
OCTOBER 19, 2021
Solutions include reducing agent-assisted volume, maximizing the capacity you already have, and automating processes in order to relieve agent burdens. What happens when you don’t have enough contact center agents? When you have an agent shortage, it causes significant CX, operational, morale, and cost issues.
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