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We will introduce you to some crucial KPIs and explain how to use them to improve your callcenter agents’ performance. Here are the five KPIs that we will focus on: AverageHandleTime. These three factors are then averaged by the total number of calls to find the AHT. Employee break time.
Average speed of Answer is a callcenter KPI which indicates the average amount of time a caller must wait to reach an agent after they’ve entered a queue. This does not include time spent navigating an IVR system. A lower ASA is considered a sign of a healthy callcenter. Scheduleadherence.
A scalable call/contact center that can seamlessly adjust its resources and capabilities as the organization evolves, can easily handle increasing call volumes and customer interactions without compromising on service quality. This metric gives a detailed analysis of the utilized time by the agents across their shifts.
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