SmartAction

OCTOBER 2, 2018

Electrolux, the 2nd largest home appliance manufacturer in the world who sells under a variety of brand names worldwide like Frigidaire and AEG, made the transformation to AI-powered virtual agents six months ago to automate more in their contact center. 14% of callers request a live agent transfer. 9% of callers hang up.

Virtual Agent 48

Virtual Agent Contact Center Average Handle Time outsourcing 48

Outsource Consultants

JANUARY 27, 2025

At Outsource Consultants, we understand the pivotal role these metrics play in driving success and enhancing customer experiences. This guide explores the most important KPIs across three key areas: customer satisfaction, operational efficiency, and agent performance. Use AI-driven analytics to identify bottlenecks.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. We believe that your French-Canadian consumers deserve support from agents who understand not only your brand, but also understand the consumer landscape and consumer support expectations in Canada. It’s our thing. So, of course, we’re biased.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

OctopusTech

JUNE 18, 2024

This reduces hold times, call abandonment rates, and staffing needs. Outsource During Peak Times Most call centers tend to overstaff in order to handle spikes in call volumes. Instead, you may consider outsourcing the calls to meet unexpected demands. It can add up to your expenses.

Call Center 62

Call Center Interactive Voice Response Real estate First call resolution 62

Netomi

AUGUST 31, 2022

If your company uses autoresponders, you may need to define a new KPI that measures “first impactful response time.” The average is 12h 10 min. Average Handle Time (AHT). You must also consider costs for human agent desk platforms, overhead costs, paid time off, sick days and more.

Metrics 75

Metrics Customer Service Virtual Agent Average Handle Time 75

Global Response

AUGUST 7, 2023

If you measure your agents’ success solely based on, for example, average handle time or completed calls, agents might be motivated to simply complete calls as quickly as possible to meet those metrics. On the other hand, the right kinds of software can empower agents to do their jobs well and effectively.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

SmartAction

MAY 23, 2019

It is their job to outline the business goals that need to be achieved, and generate excitement about contact center transformation via AI-powered virtual agents. To do this, Solutions Consultants spend their time digging into data – both quantitative and qualitative. Solutions Expert.

Self service 40

Self service Virtual Agent Contact Center Engineering 40