Calabrio

MARCH 25, 2025

Below, we look at 15 agent performance metrics and key performance indicators, each of which can add to your contact centers understanding of strengths and shortcomings in overall performanceat the level of individual agents and larger teams. This is critical for setting the tone of the interaction and minimizing customer wait times.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Solvvy

JUNE 30, 2021

There’s no singular metric that reveals your overall performance, but there are a number of essential customer support metrics, or KPIs, businesses can utilize to assess where things stand. These include churn and retention rates, customer satisfaction surveys (CSAT), your Net Promoter Score (NPS), and Customer Effort Score (CES). .

Chatbots 62

Chatbots Metrics Customer Support Agent burnout 62

Balto

JANUARY 2, 2025

A rising call transfer rate, for instance, signals gaps in agent training or routing systems, giving you a clear area for improvement. Its also essential to differentiate between customer-focused metrics and agent-focused metrics. Higher FCR reduces escalations, improves customer effort scores, and drives customer loyalty.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Babelforce

JULY 29, 2021

Hold time is what happened for the customer.). 9 Wait time. Wait time is also similar to ASA and hold time! However, this metric tries to judge the entire customer waiting experience from dialing to talking. You can read more about estimated wait time here. #12

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

Balto

JANUARY 21, 2025

Choosing the right agent performance metrics can be crucial for your call center Its also essential to differentiate between customer-focused metrics and agent-focused metrics. Agent-focused metrics, like average handle time, after-call work, and agent turnover, help gauge efficiency and agent performance.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Babelforce

NOVEMBER 25, 2021

In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time. For example, you could build message or summary templates for agents to use.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Voxjar

JANUARY 11, 2018

Agent Performance – Your reps are knowledgeable and trained well enough to resolve customer’s concerns on their first call. Low Hold Time – If a problem was resolved in one call it probably means the customer didn’t experience frequent or long wait times.

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40