Calabrio

MARCH 25, 2025

Adherence to Schedule: This metric monitors an agent’s ability to stick to their assigned schedule. Why it matters: Consistent adherence ensures adequate staffing levels, minimizing wait times and maintaining service level agreements.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

CCNG

MAY 11, 2022

Hasn't our industry evolved and progressed to a point where we should be producing better trained and skilled agents than in years past? There was no such thing as a knowledge base, Slack, or other advanced tools when many of us started in the call center industry. Again, call center operations in the U.S.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

Comm100

OCTOBER 10, 2022

The majority of customer service queries are repetitive and simple in nature, like ‘how do I reset my password’, ‘where is my delivery’, or ‘what time is your store open’. While these queries can easily lead to agent burnout, they also use up valuable agent time. Rackspace Technology is a great example of this.

Chatbots 104

Chatbots Customer Service Self service Agent burnout 104

Balto

JANUARY 21, 2025

Service Level Scores Service level measures how effectively agents meet response goals, like answering 80% of inbound calls within 20 seconds. This KPI reflects your call center QA operations and impacts both agent performance and customer satisfaction. 2,800 calls $10 = $28,000 in additional costs monthly.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Empower agents with tools that provide answers in real time to avoid escalations. Service Level Scores Service level measures how effectively agents meet response goals, like answering 80% of inbound calls within 20 seconds. Use AI-driven tools to guide agents with real-time prompts and insights.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

JustCall

APRIL 3, 2024

Offer self-service options Customers often call with the same common questions over and over. You can free up agents by providing self-service options like interactive voice response (IVR) systems or online knowledge bases for your customers. This optimized staffing is essential in dealing with high call volumes.

Sales 52

Sales Interactive Voice Response Abandon rate Agent burnout 52

Balto

DECEMBER 14, 2022

When call center productivity is measured as a percentage of occupancy or the total number of calls per hour, factors like service level objectives and staffing levels aren’t taken into consideration. Ideally, you need your occupancy rate to be under 90% to compensate for random demand fluctuations and avoid agent burnout.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52