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

Balto

JANUARY 2, 2025

Formula: (Total number of incoming + outgoing calls) in a given period 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.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

JustCall

APRIL 3, 2024

Without implementing flexible scheduling options, such as alternate shifts or remote work arrangements, you cannot ensure that all time zones are covered while preventing agent burnout. By pinpointing the crests in call traffic, you can keep contingency plans as backup and save your business from unprecedented losses.

Sales 52

Sales Interactive Voice Response Abandon rate Agent burnout 52

NobelBiz

MARCH 6, 2023

Pacing ratio : This is the ratio of the number of phone numbers dialed to the number of agents available to handle calls. Choose a pacing ratio that maximizes agent productivity while minimizing abandoned calls and wait times for customers.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Balto

JANUARY 18, 2025

Ensuring compliance with scripts and regulatory guidelines. Workforce Managers The Unsung Heroes Scheduling might not seem glamorous, but a well-managed schedule is the difference between overworked agents and a balanced, efficient team. Managing shifts to prevent agent burnout. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Ensuring compliance with scripts and regulatory guidelines. Workforce Managers The Unsung Heroes Scheduling might not seem glamorous, but a well-managed schedule is the difference between overworked agents and a balanced, efficient team. Managing shifts to prevent agent burnout. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52