Global Response

DECEMBER 2, 2022

Abandon rate. The inverse of the answer rate. Abandon rate = calls abandoned ÷ (calls abandoned + calls answered). The functional state of a Brand Specialist, be it available, on call, after-contact work or other designation. Agent status. Also known as utilization.

call center workforce 62

call center workforce Metrics Call Center Management 62

Calabrio

MARCH 22, 2025

Add flexibility with self-scheduling Empower agents with the ability to manage their schedules, promoting better work-life balance and increasing job satisfaction. Transfer Rate: The percentage of calls transferred to another agent or department. High abandon rates indicate long wait times and poor customer experience.

Best practices 52

Best practices Contact Center Management Call Center 52

Playvox

JUNE 22, 2023

Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain call center and agent efficiencies. Related Article: Call Center Workforce Management Metrics: How To Measure And Improve Performance Here is our comprehensive guide to the essential call center efficiency metrics.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52