Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. At the same time, contact center operations have also taken on a new level complexity.

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Best practices Contact Center Management Call Center 52

Fonolo

JUNE 9, 2020

One of the most challenging aspects of running a contact center is managing your team. The first rule of business performance management: don’t make decisions blindly. Average Handle Time (AHT). But be warned: the problem with average handle time is that it measures agency efficiency but not effectiveness.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Fonolo

AUGUST 31, 2021

A call routing system is the industry standard solution to this. The Contact Center Guide to Managing Spikes in Call Volume. Call routing is standard practice across the call center industry, but there are a few different types designed to address the different needs of customers: Location-based and time-based call routing.

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Best practices Abandon rate Interactive Voice Response Call Center 152

Fonolo

SEPTEMBER 14, 2021

Clear expectations and targets help guide agents so they can all handle customers in a consistent manner. But, it’s up to management to ensure agents are aware of the company’s goals, including their mission and values. FACT: Call-back technology is quickly becoming an industry standard for call centers.

Call Center 142

Call Center Customer Service Abandon rate Average Handle Time 142

BlueOcean

JUNE 26, 2018

With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization. Paul has earned acclaim for his exceptional management skills in the hospitality field – particularly his ability to generate loyalty with both staff and guests. But it goes deeper than that.

Customer Service 141

Customer Service industry standards Contact Center Average Handle Time 141

Fonolo

MARCH 17, 2022

At first glance, a call center manager job may seem easy compared to the agents they oversee. But strong call center management is essential in managing call center operations, quality monitoring, and employee engagement — among a long list of tasks that ensure the center meets its day-to-day goals. Clear communication.

Call Center 91

Call Center Management call center software Average Handle Time 91

Outsource Consultants

MARCH 18, 2025

Domestic brands are increasingly exploring call center outsourcing both nearshore and offshore as a cost-effective alternative to managing customer experience (CX) in-house. At the same time, rapid advances in AI are transforming how contact centers operate, enabling smarter automation and data-driven insights.

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Call Center outsourcing First call resolution Average Handle Time 67

Fonolo

APRIL 17, 2018

First, a quick review of the definition: Service level is always given as a pair of numbers: a percentage value and a time value in seconds. As mentioned above, that exact combination is considered by many to be an industry standard. The original logic behind it is lost to time. Average Handle Time.

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Service level Contact Center Abandon rate Call Center 106

SharpenCX

MARCH 24, 2020

According to Gallup’s Re-Engineering Performance Management research, measurement is a positive pillar for developing employees. Gallup also found employees who think their manager holds them accountable for performance are 2.5x So, how do you, as a contact center team, measure up to the rest of your industry? Overall U.S.

industry standards 52

industry standards Metrics Call Center Wait times 52

Outsource Consultants

JANUARY 27, 2025

Five key KPIs help optimize efficiency: Average Handle Time (AHT) , Service Level , Abandonment Rate , Occupancy Rate , and Average Speed of Answer (ASA). Optimize Average Handle Time (AHT) AHT measures the average time spent on a customer interaction, including talk time, hold time, and after-call work.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

Calabrio

MARCH 7, 2025

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. High turnover at contact centers poses a significant challenge for workforce management, training, and maintaining service consistency.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Fonolo

FEBRUARY 10, 2016

There’s a quote that many managers — across industries — live by. You may have heard it: You can’t manage what you don’t measure. Some call center benchmarks are a waste of time and resources, at best. Service level is one of the oldest benchmarks still used in the call center industry. Abandonment Rate.

Benchmark 69

Benchmark Call Center Abandon rate Average Handle Time 69

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”. By: Turaj Seyrafiaan.

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Service level Abandon Call Wait times Call Center 92

Outsource Consultants

MARCH 2, 2025

You can use industry benchmarks to estimate your staffing needs. For instance, if you receive 1,000 calls per day, you’d need to consider factors such as average handle time, first call resolution, and customer satisfaction metrics to determine the appropriate number of agents.

call center solutions 67

call center solutions outsourcing Call Center Average Handle Time 67

NobelBiz

FEBRUARY 14, 2022

To properly manage your teams and fulfill your customers and business objectives, you must monitor many KPIs. However, with the volume of calls and data generated on a daily basis in contact centers, managers and supervisors frequently feel overwhelmed. The metrics that are appropriate for your organization will serve as your compass.

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Metrics Management Average Handle Time Contact Center 52

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Outsource Consultants

MARCH 3, 2025

Financial services call center outsourcing has become a game-changer for many companies in the industry. It offers a way to enhance customer service while managing costs effectively. The key is finding a provider that not only meets industry standards but truly understands your business goals.”

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outsourcing Call Center Average Handle Time First call resolution 67

Outsource Consultants

APRIL 2, 2025

Stronger brand protection in regulated or sensitive industries. Some companies also adopt a hybrid strategy, blending US onshore and nearshore support to manage seasonality and cost flexibility. The ideal AHT varies by industry but generally falls between 5-7 minutes. Higher customer satisfaction due to cultural fluency.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

Hodusoft

APRIL 5, 2023

7 Best Practices for Managing Call Center Operations Call centers are crucial for many businesses, especially the ones that deal directly with customers. But setting up a call center is relatively easy compared to managing its operations day in and day out. Read on to know more. Here are some ways you can hire the right team members.

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Best practices Call Center Management call center software 52

Balto

JANUARY 21, 2025

Agent-focused metrics, like average handle time, after-call work, and agent turnover, help gauge efficiency and agent performance. Improve workforce management with real-time support tools to ensure efficient task handling. Tracking average time in queue highlights inefficiencies in routing and staffing.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Agent-focused metrics, like average handle time, after-call work, and agent turnover, help gauge efficiency and agent performance. Improve workforce management with real-time support tools to ensure efficient task handling. Adjust staffing through predictive workforce management tools to match demand.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Outsource Consultants

JANUARY 28, 2025

Companies with omnichannel customer experience management programs achieve a 91% higher year-over-year customer retention rate compared to those without such programs. Verify Security and Compliance Standards In today’s digital landscape, robust security measures are non-negotiable.

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Enterprise Contact Center Average Handle Time contact center solutions 67

Hodusoft

JUNE 7, 2024

Call Center Management: Challenges, Strategies, Tips, and Best Practices In today’s time, setting up a call or contact center is extremely easy. In such time, the words of noted American business executive, chemical engineer, and writer Jack Welch ring true even after so many years. Why do businesses need call center management?

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Best practices Call Center Omni-channel support Management 52

Talkdesk

JUNE 21, 2019

Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

Contact Center 50

Contact Center Average Handle Time First call resolution Contact center software 50

Outsource Consultants

FEBRUARY 27, 2025

Advanced Analytics for Performance Tracking Performance tracking has evolved beyond basic metrics like average handling time. Predictive analytics tools forecast call volumes and optimize workforce management. Role-playing exercises allow agents to practice handling difficult customer scenarios in a safe environment.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

Calabrio

MARCH 5, 2025

To accomplish this, organizations need customer experience management tools that capture all aspects of the customer journey and the actions taken to address the issue at each step of the process. Contact center managers can use these insights to refine processes, update knowledge bases, and provide targeted training to agents.

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First call resolution Contact Center Analytics Morale 40

Global Response

MARCH 1, 2022

After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring. Handle time, CSAT, FCR, abandonment rate—the list is nearly endless. Then you may want to look at average handle time and first contact resolution.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

CrazyCall

AUGUST 8, 2019

Customers call, agents resolve their queries, managers supervise, all things seem to run their course… STOP! Average Waiting Time. Average handling time. This call center KPI is one of the most critical call center metrics and is widely used by managers. Average handling time.

Call Center 52

Call Center Metrics Abandon rate Management 52

Uniphore

JANUARY 21, 2022

According to a Forrester survey, 17 of the largest healthcare plans have an industry average score of 70.2 That’s only “OK” according to industry standards—far below ideal. In fact, research shows that more than 70 percent of members believe shorter hold times would improve their engagement.* out of 100.

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Healthcare Call flow Average Handle Time First call resolution 59

Outsource Consultants

MARCH 9, 2018

This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. The following are six major KPIs to use as a starting point to effectively manage your outsource call center. Industry standards say that you want to answer 80% of your calls within 20 seconds.

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outsourcing Call Center Calibration Average Handle Time 52

Balto

NOVEMBER 8, 2022

Are calls being transferred to managers frequently? If so, you may need to look at ways to empower agents to handle more call types and questions and minimize escalations. Average Handle Time (AHT). It encompasses the actual phone conversation and post-call work, as well as the transfer and hold time.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Calltools

JUNE 12, 2024

Average Speed of Answer is one measurement that highlights the areas that need improving in your customer journey, making it a valuable tool for both managers and agents. What Is Average Speed of Answer? Average Speed of Answer (ASA) is the average time it takes your contact center agents to answer incoming calls.

Call Center 52

Call Center Interactive Voice Response Abandon rate Wait times 52

Hodusoft

APRIL 26, 2023

Managing a virtual call center is not easy. If you happen to own or manage a virtual call center, you must know the importance of using the right metrics to not only track agents’ performance or call outcomes but also to ensure customer satisfaction. The international industry standard of ASA is 28 seconds.

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virtual call center Call Center Metrics call center software 52

JustCall

MARCH 9, 2023

Let’s dive straight into the 30+ best contact center metrics industry standards. You can track the number of active waiting calls by dividing the number of calls on hold at any given time by the total number of calls. This metric helps you understand how well your customer support team manages the incoming call volume.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52

SharpenCX

FEBRUARY 11, 2020

With upgraded reporting, you can see how agents perform compared to industry standards and your past track record. But, as a manager, you can fix high idle times to improve efficiency in your contact center. Then, have agents review feedback and satisfaction scores during idle time to pinpoint areas of improvement.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Hodusoft

AUGUST 2, 2023

As an owner or a manager of a contact center, you must calculate your cost per call to make sure that you have no inefficiencies in your operations. The technology costs can include contact center software , customer relationship management (CRM) systems, business phone systems , call routing software, and more.

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Contact Center Metrics Contact center software Interactive Voice Response 52