Calabrio

MARCH 31, 2025

achieving 100 percent schedule adherence). Another customer gives gift cards to agents who meet quarterly key performance indicators (KPI), attendance, and quality score targets. Another Calabrio customer uses a BINGO card program where agents stamp a space when they complete designated activities (e.g.,

Gamification 52

Gamification Contact Center Call Center Metrics 52

Outsource Consultants

FEBRUARY 27, 2025

At Outsource Consultants, we’ve observed how Indian call centers are setting new benchmarks for service excellence. This has resulted in improvements in schedule adherence and operational costs for many centers. However, recent years have seen a remarkable transformation in their approach to quality assurance.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

COPC

APRIL 19, 2023

Source: Global Benchmarking Series | CX Understanding and Strategy For example, if your goal is to be a low-cost outsourcer, efficiency metrics like average handle time (AHT) should be at the forefront of your scorecards. There also needs to be a mechanism to determine which metrics consistently meet targets and show sustained improvement.

Metrics 70

Metrics Schedule adherence Benchmark Average Handle Time 70

OctopusTech

MARCH 1, 2023

Our consumer benchmark study revealed that 87% of consumers are willing to buy more products from businesses that provide great experiences, so it’s a sound strategy. This may help them with benchmarking and goal setting. Some companies even use call center gamification as an incentive system for performance.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

BlueOcean

MARCH 24, 2022

Collecting new information via post-call/post-contact surveys or other means is critical to understanding customer sentiment in today’s environment so you set new benchmarks based on current state and evolve your program accordingly. We can’t rely on pre- or mid-pandemic data to tell the story either—we’re in a whole new world.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

Global Response

DECEMBER 2, 2022

For instance, if a quality scorecard includes 20 criteria and a Brand Specialist’s contact meets 18 of them, their score as a percentage would be 90. Schedule adherence refers to how well an employee complies with their scheduled work times, including start, stop, break and time off. Calls in queue. Variance to forecast.

call center workforce 62

call center workforce Metrics Call Center Management 62

Taylor Reach Group

AUGUST 23, 2017

Schedule Adherence. This comparison, based on their tenure and other performance metrics, can lead to the provision of additional coaching if they are lagging the expectation or team performance, or benchmarking if they are exceeding the expectation and team performance. Typical Agent metrics will likely include; 1. Login time.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66

Pointillist

JANUARY 25, 2019

So how can you balance the need for operational efficiency with meeting customer expectations? Adherence to Schedule Another productivity related call center metric, adherence to schedule assesses how well agents manage their on-the-job time. Many find an adherence rate of 80% to be a good target.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

Playvox

JUNE 22, 2023

These metrics or key performance indicators (KPIs) are put in place to help leaders benchmark and track improvements to agent performance, call center operations, and ultimately how these metrics lead to improved customer service delivery and outstanding customer experience.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Hodusoft

JUNE 7, 2024

Effective call center management not only manage to control their expenses as they improve service quality but also succeed in meeting their budget allocations and negotiating favorable contracts with vendors. It is an excellent indicator to track the agent’s performance and monitor their schedule adherence.

Best practices 52

Best practices Call Center Omni-channel support Management 52

Playvox

JULY 14, 2023

Are agents working on what they are scheduled to do? Look at schedule adherence and schedule compliance metrics. Average handle time and response time vary by channel, so it’s critical to benchmark and track by channel. Accurate forecasting is critical and will tie directly to your agents’ schedule adherence.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74