TASKE Technology

JUNE 12, 2014

Often, we look at particular statistics with a single focus, typically related to whether we’re meeting service levels or operating efficiently. Average Handle Time (AHT), for example, can be used to determine whether your team is meeting defined service levels and working efficiently.

Average Handle Time 40

Average Handle Time First call resolution Service level Call Center 40

TASKE Technology

JUNE 12, 2014

Often, we look at particular statistics with a single focus, typically related to whether we’re meeting service levels or operating efficiently. Average Handle Time (AHT), for example, can be used to determine whether your team is meeting defined service levels and working efficiently.

Average Handle Time 40

Average Handle Time First call resolution Call Center Service level 40

Call Design

JULY 6, 2021

Average delay refers to the average amount of time a customer spends waiting in the queue for an answer from an agent whereas grade of service is the defined as a percentage of contacts answered within x seconds. Average Handle Time (AHT).

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Outsource Consultants

MARCH 18, 2025

By learning from these examples, businesses can approach outsourcing not just as a cost play, but as a strategic extension of their CX operations. Key metrics to consider include customer retention rates, average handle time, and first call resolution rates. How Much Does Call Center Outsourcing Cost?

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

Global Response

MARCH 24, 2025

In other words, a KMS reinforces the general call center’s mantra of delivering timely and efficient customer support. For example, 76% of customers will make a special effort to do business with you if you offer excellent customer service. Its the front line of your business.

Call Center 62

Call Center Management Abandon rate outsourcing 62

TeleDirect

JANUARY 13, 2025

Analytics and Reporting: Real-time data to monitor performance and identify improvement areas. Example: A call center that uses redundant servers and backups ensures uninterrupted service thereby boosting customer satisfaction. Omnichannel Support: Seamless interactions across phone, email, chat, and social media.

Call Center 62

Call Center First call resolution Abandon rate Healthcare 62

Aspect

MAY 18, 2020

T he key features below are examples of what will be necessary to support the priorities of the “new normal” for contact centers: . For example, WFM should save not only the duration in an alarm state but also the time that the agent was out of adherence. .

Schedule adherence 132

Schedule adherence Average Handle Time Contact Center Surveys 132

Callminer

APRIL 24, 2020

The metrics you should prioritize are those which measure service level, call resolution, average handle time, agent schedule adherence, call abandonment, average hold time, and call abandonment. What to Include on Your QA Call Monitoring Form (With Examples). Avoid Negative Language.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Fonolo

SEPTEMBER 28, 2021

when it comes to setting goals (specific, measurable, attainable, relevant, time-bound). Some examples of individual agent goals might include: Answer X number of phone calls per day. Receive an average score of X on a customer satisfaction survey over 30 days. The best way to teach empathy is to lead by example.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Call Experts

APRIL 14, 2022

For example, ASA only considers how long it takes for an agent to answer the phone. For example, suppose your company experiences a surge in call volume because of high demand for your product or service. Do not mistake ASA with service level agreements ( SLAs ). Handling Time.

Metrics 98

Metrics Call Center First call resolution Average Handle Time 98

ViiBE Blog

APRIL 28, 2021

Here are the five KPIs that we will focus on: Average Handle Time. Average Handle Time (AHT) measures how long an agent spends on a call, including speaking with the customer, hold time, and call work time. These three factors are then averaged by the total number of calls to find the AHT.

Call Center 98

Call Center Schedule adherence Average Handle Time First call resolution 98

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Expivia

APRIL 29, 2021

Average Handle Time. The average handle time is the best call center KPI to gauge how efficient your process is. This is the whole time your rep spends on the interaction. From the time they pick up the call until they finish their after-call work. Average Speed of Answer.

Call Center 98

Call Center Metrics Interactive Voice Response Average Handle Time 98

Taylor Reach Group

MARCH 19, 2018

In the last Indicators post, we discussed one of the most important operational indicators: Average Handle Time or AHT. In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”.

Service level 92

Service level Abandon Call Wait times Call Center 92

TechSee

SEPTEMBER 18, 2019

Taking the time to tag the call, log the details, update the CRM system or forward customer feedback to the relevant department provides vital information to contact center managers, chief experience officers, R&D personnel and customer journey mappers.

Average Handle Time 84

Average Handle Time CRM Contact Center Gamification 84

Monet Software

JANUARY 6, 2020

Plan for too few and service levels degrade as agents become overwhelmed. This enables managers to view workforce metrics over time to guide their scheduling efforts. With a high-performance WFM system, call center managers can track average handle times, shrinkage, and other call center metrics throughout the year.

Call Center 77

Call Center Average Handle Time Contact Center Metrics 77

Fonolo

DECEMBER 6, 2022

For example, Fonolo’s Voice Call-Backs make it easier to retain customers. Instead of turning them off with long hold times, they can schedule a conversation for a time that suits them and speak with an agent at another time. SLAs: Service-Level Agreements are your promise to your customers.

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Playvox

DECEMBER 15, 2022

These interactions are open-ended, can start and stop at irregular intervals, and can be resumed at a later time. Examples include email, SMS, tickets, and social media messaging like WhatsApp and Facebook Messenger. how many chats an agent can work at one time) that must be accounted for above and beyond what voice channels require.

Contact Center 72

Contact Center Average Handle Time Agent Empowerment Service level 72

Return Customer

JANUARY 6, 2016

In the last decade, there has been an influx of customer experience platforms that all offer the ability to capture data and give actionable insights to deliver exceptional customer service. Examples include interviews, focus groups, conversational analysis, and ethnography.

Metrics 89

Metrics Customer Service Average Handle Time Multichannel 89

OrecX

FEBRUARY 10, 2020

When considering recording/audio capture solutions for your BPO business, it is important to maintain control and access to your quality data as you aim to identify agent strengths and weaknesses in order to improve training and enhance service levels.

Average Handle Time 86

Average Handle Time APIs Coaching Analytics 86

Expivia

MARCH 11, 2021

Playing call center games for example is a great way to motivate your employees on the day. Average Handle Time. The handle time starts when the call hits the queue and ends when the agent wraps up the memo. Knowing your call center’s average handle time is crucial to running an effective contact center.

call center workforce 98

call center workforce Call Center Management Average Handle Time 98

Talkdesk

FEBRUARY 4, 2021

Leaving customers on hold for lengthy periods of time increases stress, hurts CX and will likely result in an abandoned call. A high average hold time also hurts average handle time and overall contact center efficiency, quickly driving up costs. Service level. Abandonment rate.

Metrics 87

Metrics Abandon rate Technology Customer Experience 87

Eptica

OCTOBER 16, 2018

To read the three previous posts in the optimizing CX series on creating blended agents , improving the agent experience and reducing Average Handling Time while safeguarding quality, simply click on the links. For example, a retailer might have topics such as delivery issues or returns. Share this page on: Tweet.

Best practices 68

Best practices Average Handle Time Self service Contact Center 68

Fonolo

NOVEMBER 29, 2022

There are plenty of call center metrics you can use to help determine how you’re doing, the most important ones being: Average waiting time. Average handling time (AHT). For example: Increase your CSat score from Y to Z by [this date]. Call volume Call abandonment rate. First call resolution.

Call Center 126

Call Center Contact Center Abandon rate Average Handle Time 126

SharpenCX

MAY 26, 2020

For example, every quarter, have a set date for a customer service team “summit.” Maybe you have a customer service rep — Courtney — whose KPIs took a hit. Her Average Handle Time went through the roof and she got a nasty customer review. Summits are like retreats.

Contact Center 128

Contact Center Coaching Customer Service Customer Experience 128

Fonolo

MAY 31, 2022

From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. For example, if your call center had an Occupancy Rate of 90% yesterday, your agents were handling customer inquiries for an average of 54-minutes every hour.

Agent burnout 81

Agent burnout Contact Center Average Handle Time Call Center 81

Noble Systems

OCTOBER 18, 2018

Defining what constitutes quality by looking at the performance of your top 10% of agents can also help you establish goals to bring all agents up to that level. Service Level. Service level measures the percentage of calls that are answered within a specific time period. Average Handle Time (AHT).

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

Quality Contact Solutions

DECEMBER 31, 1969

Average Handle Time. Service Levels. Occupancy Levels. The key metrics to focus on will be call volume and average handle time. Look at these metrics by day, week, month and definitely time of day. For example, let’s say your call center needs to staff 20 FTEs for Monday.

Average Handle Time 58

Average Handle Time Telemarketing Call Center outsourcing 58

Fonolo

MARCH 17, 2022

Call centers rely on metrics and data, from average handle time to customer satisfaction scores, to ensure quality monitoring and influence business strategy. If your call center is on a downward trend in customer satisfaction, you should emphasize analytical skills and customer service experience in your ad.

Call Center 91

Call Center Management call center software Average Handle Time 91

Tenfold - Contact Center Blog

JULY 9, 2018

The cases that should be included in the formula are issues that can be resolved during the first call–for example, booking changes, cancellations, and upgrades. Service Level. A vendor signs a contract or Service Level Agreement (SLA) with a client to seal the deal. Then multiply the result by one hundred.

Metrics 78

Metrics Call Center Abandon Call Schedule adherence 78

Xaqt

JUNE 23, 2020

Chatbots can improve customer service by automating customer interactions on your website that would otherwise need to be handled by a live agent. Chatbots can also improve Service Levels, reduce Call Abandon Rates and reduce your call center costs by deflecting calls into the contact center.

Chatbots 52

Chatbots Abandon rate Average Handle Time Customer Service 52

Fonolo

SEPTEMBER 16, 2022

Divide the time spent doing other tasks by the total hours scheduled, and you’ll get your shrinkage rate. For example, if an employee is scheduled to work 35 hours, and spends 10 hours doing other tasks, the shrinkage rate for that person is 10/35 or 29%. How Much is Too Much? . The post What is Call Center Shrinkage?

Call Center 87

Call Center Schedule adherence Benchmark Average Handle Time 87

Playvox

JANUARY 24, 2022

As you begin your journey to measuring customer experience, it’s useful to learn from the examples of CX leaders that have built their brands based upon CX excellence. A few examples can be found here. For example: According to Forbes , 73% of consumers say a good experience is key in influencing their brand loyalty.

Contact Center 88

Contact Center Customer Experience Brand ambassadors Average Handle Time 88

Customer Service Life

JUNE 5, 2017

You’re seeking their approval for an increase in budget to add additional members to the customer service team with the belief that improved service levels will increase customer satisfaction. For example, rather than talking about a 3:45 average handle time, talk about where it lies in relation to the overall goal.

Average Handle Time 68

Average Handle Time Metrics Contact Center Analytics 68

Monet Software

JANUARY 16, 2020

Enabling outbound agents to fill in on inbound lines when call volumes spike, for example, has offered valuable options for enhancing call center metrics, like service levels and abandonment rates. In a blended environment, agents might respond to social media DMs between phone calls or handle chat and email simultaneously.

Contact Center 77

Contact Center Abandon rate Outbound sales Average Handle Time 77

Playvox

AUGUST 25, 2022

For example, one person may log in late for their opening shift. All these singular actions can negatively impact service level metrics and the customer experience. There are a couple of different ways to help customer service agents understand the ways each of them can positively or negatively impact service levels.

Personalization 85

Personalization Management Schedule adherence Average Handle Time 85

Playvox

DECEMBER 13, 2022

Have you ever struggled to determine what caused an unexpected increase in volume or a decrease in service level? Once you’ve run the gamut of possibilities and you still come up empty-handed, it’s time to review agent data to determine if agent behavior caused the unexpected spike in volume.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84