Call Design

JULY 6, 2021

The industry benchmark for the first call resolution measurement is between 70% to 75%. Calibration is key when measuring quality to ensure any suggestion of bias is removed. Even if it is not set as a KPI, management can use it to coach and train staff to improve the way they handle contacts to get better results.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Quality Contact Solutions

MAY 4, 2021

KPI’s – Know what key performance indicators are essential to the program’s success and be sure the prospective inbound call center outsourcing partner understands and can measure them. Consider metrics such as average speed of answer, abandon rate, utilization, talk times, first call resolution, etc.

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

NobelBiz

FEBRUARY 27, 2024

Hold Queues : Ensures calls are answered promptly, minimizing wait times. Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions. This increases the likelihood of first-call resolution. Key Performance Indicators (KPIs) provide valuable insights.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Taylor Reach Group

JANUARY 5, 2018

6) Calibrate on quality: You know what your customers need, and your quality system should reflect that knowledge. Calibration calls help keep everyone aligned. Calibration can be done a number of ways. In person, support is best, but a temporary virtual help desk can also be effective.

outsourcing 70

outsourcing Calibration First call resolution Coaching 70

Outsource Consultants

JANUARY 16, 2025

Effective QA programs directly impact key performance indicators (KPIs) such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), and first call resolution (FCR) rates. Targeted Training and Development: Use QA findings to inform personalized coaching sessions and broader training initiatives.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

OrecX

AUGUST 15, 2018

Custom coaching agreements commensurate with specific agent performance goals. Calibration tables to standardize service level expectations and measure quality across sites, teams and agents. Quality Monitoring. Customizable evaluation forms so you can tailor them to your clients’ specific and varying requirements.

outsourcing 48

outsourcing Call Center Calibration Average Handle Time 48

Outsource Consultants

MARCH 9, 2018

The biggest challenge when working with a call center outsourcing partner is making sure they’re providing consistent, ongoing performance. This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. 3) First Call Resolution Rate (FCR).

outsourcing 52

outsourcing Call Center Calibration Average Handle Time 52