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

CCNG

MAY 11, 2022

What are call center agents’ perceptions or expectations? We often participate in call center agent focus groups in the U.S. Today's call center agent has more in common with you and me than you might think. Most agents want a sense of purpose regardless of the comp package, amenities, and benefits.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

Fonolo

AUGUST 3, 2021

Here are some examples of how raw data can inform reporting: Hold time is an analytic that informs reporting on abandonment rates and service level. Number of calls is an analytic that informs reporting on agent occupancy rate. Service level. How to Calculate Occupancy Rate in a Call Center.

Call Center 142

Call Center Abandon rate Contact Center Agent burnout 142

Playvox

JULY 31, 2023

Reduced Labor Costs Overstaffing and understaffing are both major workforce scheduling challenges in customer service centers. A display of group business metrics. Keeping agents updated on the overall group performance that their own personal metrics feed into. My metrics : A display of an agent’s personal metrics.

Self service 85

Self service Management Coaching Contact Center 85

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

Balto

JANUARY 21, 2025

Based on their responses, customers are categorized into three groups: Detractors (0-6): Unhappy customers who are unlikely to recommend your company and may even discourage others. Service Level Scores Service level measures how effectively agents meet response goals, like answering 80% of inbound calls within 20 seconds.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Based on their responses, customers are categorized into three groups: Detractors (0-6): Unhappy customers who are unlikely to recommend your company and may even discourage others. Empower agents with tools that provide answers in real time to avoid escalations. Monitor real-time metrics to ensure consistent center performance.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52