Fonolo

SEPTEMBER 28, 2021

Service level – the percentage of calls answered within a specified time frame. Average abandonment rate – the percentage of customers who hang up before interacting with an agent. Average time of work after calls – the amount of time agents spend working on related tasks after they’ve hung up with the customer.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Fonolo

MAY 31, 2022

Utilization Rate will help you determine the total time your agents are logged in, assisting customers, and available to assist customers but doing other things. Social event-planning. Total Shift Time —The full amount of time an agent was scheduled to work. An overwhelmed agent is not a happy agent. Team meetings.

Agent burnout 81

Agent burnout Contact Center Average Handle Time Call Center 81

Fonolo

MAY 31, 2022

Utilization Rate will help you determine the total time your agents are logged in, assisting customers, and available to assist customers but doing other things. Social event-planning. Total Shift Time —The full amount of time an agent was scheduled to work. An overwhelmed agent is not a happy agent. Team meetings.

Agent burnout 67

Agent burnout Contact Center Average Handle Time Call Center 67

SharpenCX

APRIL 29, 2020

Once you have these predictions on deck, you can use WFM tools (like Sharpen + Community WFM ) and additional service-level metrics to figure out how many agents you need to take care of incoming customer needs. To keep your team engaged and performing at their best, your agents need to be coached daily.

Coaching 76

Coaching Management Contact Center Morale 76

Fonolo

AUGUST 15, 2023

The Executive Guide to Improving 6 Call Center Metrics Occupancy rate is rarely calculated on an individual level; typically it will be used to determine which times of day, week or year you will need to schedule more agents to handle call volume. Lowering your target service level means fewer agents are needed, which raises occupancy.

Call Center 67

Call Center Schedule adherence Contact Center Agent burnout 67

Playvox

APRIL 6, 2023

They must also know when certain events – such as a weather event or a marketing campaign – will occur. If too many people are scheduled, you’ll see downtime between interactions, lower occupancy rates, and lower employee productivity for the agents. Essentially, you are spending money on labor you don’t need.

Management 54

Management Contact Center Best practices Agent burnout 54

JustCall

APRIL 3, 2024

Customer feedback or complaints – Certain events or issues like faulty products can cause widespread customer dissatisfaction. Monitoring call volume patterns and adjusting staffing levels helps maintain service levels during peak periods. It can prompt individuals to voice their concerns or seek resolution.

Sales 52

Sales Interactive Voice Response Abandon rate Agent burnout 52