NobelBiz

SEPTEMBER 3, 2024

Low Employee Morale Employee morale directly goes hand in hand with productivity. Creation of a caring and positive work environment whereby agents are perceived and recognized for the important contributions that they give to the organization will boost morale and productivity.

Call Center 98

Call Center Morale First call resolution Abandon Call 98

NobelBiz

APRIL 8, 2025

Over time, that stress adds up. Meanwhile, morale drops, service quality dips, and it all hits your bottom line. Customers experience long hold times, repeated questions, and slow resolutions when agents have to toggle between too many disconnected systems. Agents check out. And suddenly, youre short-staffedagain.

Call Center 40

Call Center Agent burnout Contact Center CRM 40

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. In 2022, the average agent turnover rate at all contact centers was 24% and climbed as high as 30% for large customer service centers.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Comm100

SEPTEMBER 28, 2022

A high number of missed chats may also indicate that agents are spending too much time on each chat. We’ll look more at the average handle time metric later. This key performance indicator reveals the percentage of time that agents are spending in live chats, wrap-up, and other activities, as opposed to “away” or offline.

Average Handle Time 98

Average Handle Time Benchmark Wait times Metrics 98

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. Contact center industry averages vary. However, one study found that, in 2022, the average turnover rate reached as high as 38%.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

pindrop

AUGUST 16, 2021

It takes time for a caller to go through KBAs, which adds to the overall duration of the call. Each KBA required to complete authentication increases the average handle time required to authenticate a caller and increases the average cost per call for the contact center. Million Minutes in Handle Time.

Contact Center 62

Contact Center Average Handle Time Calibration Airlines 62

Playvox

DECEMBER 16, 2021

That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee morale. Aberdeen Group published a recent study that shows companies that introduce gamification in the contact center experience improved operating results and an increase in economic benefits.

Gamification 79

Gamification Contact Center Employee engagement Average Handle Time 79

SharpenCX

FEBRUARY 25, 2020

And, this hurts you, team morale, and your customers. Maybe you wanted to check on your Service Level, but caught a glimpse of Average Handle Time. A study by the National Institute of Health said when we’re shown a lot of different information at once, the brain’s sensory responses become weaker.

Call Center 76

Call Center Morale Metrics Abandon rate 76

SharpenCX

OCTOBER 22, 2019

On the flip side, a study out of The Strategic Journal of Business & Change Management linked KPIs to better work. The study showed teams who worked towards a clear, shared set of service KPIs were more engaged and productive at work. It’ll improve agent morale and engagement, and skyrocket your business outcomes.

Metrics 64

Metrics Call Center Abandon rate Customer Service 64

Outsource Consultants

JANUARY 13, 2025

A study by the Brandon Hall Group found that companies using video-based learning achieve 50% faster productivity gains compared to those that don’t. A study by MentorcliQ found that mentoring programs boost employee retention by 50% and increase productivity by 64%. Celebrate wins, both big and small.

Call Center 67

Call Center Management Gamification call center software 67

Balto

NOVEMBER 8, 2022

Average Handle Time (AHT). The average handle time (AHR) measures the average amount of time a call center agent spends to resolve a customer’s issue. It encompasses the actual phone conversation and post-call work, as well as the transfer and hold time. Breaking KPI Records with Balto.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Natalie Petouhof

SEPTEMBER 12, 2018

Studies show while 80% of executives want to use AI in their business, only 20% have an actual strategy. (1) Reduce Average Handle Time (AHT). Increase agent productivity, morale, retention (reduce attrition costs). MIT Sloan and BCG Study, 2017. Step 1: Focus AI on Metrics that Matter. 1) First step?

Customer Service 89

Customer Service Self service Average Handle Time CRM 89

Outsource Consultants

FEBRUARY 9, 2025

Ask for case studies and client references, particularly from businesses in your industry or with similar customer service needs. Request performance metrics from their current operations, such as average handle time, first call resolution rates, and customer satisfaction scores.

Call Center 67

Call Center Customer Support outsourcing Interactive Voice Response 67

NobelBiz

MARCH 5, 2024

By leveraging Nobelbiz’s innovative reporting solutions, companies can not only track key performance indicators (KPIs) such as call resolution times, customer satisfaction scores, and agent productivity levels but also identify trends, forecast demands, and pinpoint areas for improvement.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Playvox

MARCH 27, 2023

Additionally, it can create a fun and exciting work environment that helps to reduce stress and boost morale. According to a study on agent engagement , 40% of American employees would increase their work effort if they were acknowledged regularly. This fosters a sense of teamwork and camaraderie among agents.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Balto

JANUARY 3, 2025

Studies reveal that 89% of consumers remain loyal to brands delivering superior customer service, yet only a fraction of call centers have truly optimized their call center monitoring tools to meet these expectations. Average Handle Time (AHT): Tracks the efficiency of your agents in resolving customer issues.

Best practices 52

Best practices Call Center First call resolution Coaching 52

OctopusTech

AUGUST 31, 2022

A study shows that 48% of customers are looking for better customer service after the pandemic. Boosts the morale and performance of agents. Some of the vital metrics include Average Handling Time (AHT), Call Abandonment Rate, and Call Containment Rate. Deliver a better customer service and experience .

Interactive Voice Response 62

Interactive Voice Response Call Center First call resolution Self service 62

Comm100

OCTOBER 30, 2017

A 2012 study by Beyond Philosophy, called out “silo mentality” as the biggest organizational hurdle in improving the customer experience. Recent studies show the problem still exists with 83% of executives indicating that silos exist in their companies. How can I fix it? Communication Technologies.

Best practices 66

Best practices Contact Center Management outsourcing 66

NobelBiz

SEPTEMBER 12, 2023

Through the study of patterns in “Talk” times, predictive analysis can be employed to make informed decisions about future call durations and required resources, ultimately leading to better scheduling and resource planning. But that’s not all. This proactivity can lead to better scheduling and resource planning.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

Playvox

JANUARY 11, 2024

These include staffing levels, employee experience, customer experience, agent workloads, team productivity, team morale, and the cost of labor. According to a study by Joseph Folkman, a behavioral statistician, leaders who exhibit very poor candor (bottom 10%) were in the 20th percentile of overall leadership effectiveness.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Dialer 360

OCTOBER 1, 2022

Employee morale : A call center worker may feel analyzed and harshly convicted if their activity is being closely watched. You cannot determine whether you are meeting and exceeding consumer expectations for service without conducting a thorough study of every phone call made by your customers and answered by your agents.

Call Center 26

Call Center First call resolution Average Handle Time Morale 26

SharpenCX

MARCH 10, 2020

You’re praised for your low Average Handle Time, high First Call Resolution, and outstanding CSAT Scores. A study out of Harris Interactive found that nearly 90% of consumers stop doing business with you if they get bad customer service. You’re a top performer. The Value of Good Customer Service.

Call Center 67

Call Center Management Coaching Metrics 67

Voxjar

JANUARY 11, 2018

According to a study done by Customer Relationship Metrics, CSAT will be 35-40% lower when a second call is made for the same issue. Low Dead Air Time – Dead air on a call often means your reps are uncertain of how to respond to a customer and leaves customer waiting uncomfortably in limbo.

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40

Dialer 360

AUGUST 15, 2018

Your agent power with call queue meeting their strict average handling time targets. When sound like your call center, it may be time to change your focus? It will let your supervisors that worry about average handling time. Teach Your Team on How to Handle an Escalating Situation.

Call Center 20

Call Center Management Average Handle Time Interactive Voice Response 20