Agent burnout Average Handle Time Benchmark 
Calabrio
MARCH 25, 2025
To truly understand agent performance, its essential to recognize its direct impact on several key business outcomes: Enhanced Customer Satisfaction and Loyalty: Agents who excel in their roles create positive experiences, fostering customer satisfaction and long-term loyalty. Acknowledging and reward outstanding performance.
Balto
JANUARY 21, 2025
Agent-focused metrics, like average handle time, after-call work, and agent turnover, help gauge efficiency and agent performance. Why CSAT Matters: CSAT highlights the quality of call center operations and agent performance from the customers perspective. Balancing both types of metrics is critical.
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Balto
JANUARY 2, 2025
Agent-focused metrics, like average handle time, after-call work, and agent turnover, help gauge efficiency and agent performance. Why CSAT Matters: CSAT highlights the quality of call center operations and agent performance from the customers perspective. Balancing both types of metrics is critical.
Playvox
APRIL 4, 2023
With more time to invest in agent support, they can better connect and communicate with agents to keep engagement and motivation high. Monitor Performance To Spot Burnout Remember that a key sign of agent burnout is decreased productivity and performance.
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JustCall
MARCH 6, 2023
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. Customer satisfaction score, to measure how satisfied customers are with the way their calls have been handled.
Balto
JANUARY 18, 2025
As the call center manager, your job isnt just to hit numbers but to inspire your team, optimize processes, and create a workplace culture where agents can perform at their best. Key Focus Areas: Setting KPIs and performance benchmarks. Workforce managers ensure the right people are available at the right time.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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