Call Design

JULY 6, 2021

This metric reflects the knowledge base and expertise of the agents working in the contact centre as well as how well your customers are directed through the IVR to the appropriate agent. Average Handle Time (AHT). Average handling time tells you how much time on average, an agent spends working on a task.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Calabrio

MARCH 22, 2025

Add flexibility with self-scheduling Empower agents with the ability to manage their schedules, promoting better work-life balance and increasing job satisfaction. Implement user-friendly knowledge bases, FAQs, and chatbots to empower customers to find answers independently. And if you can measure it, you can improve it.

Best practices 52

Best practices Contact Center Management Call Center 52

Call Design

SEPTEMBER 21, 2021

Better engaged agents are retained for longer, thereby building a better knowledge base within your contact centre. A highly knowledgeable workforce directly impacts the quality of customer service and the overall experience. Average speed to answer. Average handle time. Average after work time.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

Tenfold - Contact Center Blog

JULY 9, 2018

With real-time access, the service vendor can immediately identify problems and take appropriate action. This is achieved maintaining a comprehensive knowledge base (FAQs) that customers can use as the first line of support. Getting ahold of the right person the first time also ultimately improves customer experience.

Metrics 78

Metrics Call Center Abandon Call Schedule adherence 78

Customer Service Life

FEBRUARY 28, 2023

In a traditional call center where agents primarily interact with customers over the phone, one might look at a metric like occupancy to understand the percentage of time agents are occupied versus idle. In this case, supporting metrics like average handle time and schedule adherence are managed to optimize the time spent with customers.

Contact Center 84

Contact Center Metrics Schedule adherence Average Handle Time 84

OctopusTech

MARCH 1, 2023

Every inbound call center will have unique priorities, but here are some examples of metrics that are usually dashboard-worthy: Average handle times Abandon rate Average wait time Service levels First call resolution Schedule adherence Customer satisfaction Forecast accuracy Net Promoter Score Quality scores 4.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Playvox

JUNE 22, 2023

Availability Rate This is the proportion of time an agent is actively ready to work with customers but not engaged directly with a customer, sometimes referred to as idle time or available time. For synchronous contacts, this includes hold times, transfers, and after-call work.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52