Calibration, Examples and First call resolution

Best Practices for Auditing Calls to Maintain High QA Standards

TeleDirect

MARCH 20, 2025

Implement Real-Time Call Monitoring Monitoring live calls enables immediate feedback and intervention when necessary. Conduct Calibration Sessions for Accuracy Calibration sessions ensure consistency across QA teams. In these sessions: QA evaluators assess the same call independently.

Best practices

Best practices Calibration Average Handle Time First call resolution

10 Key Metrics and KPI’s for Contact Centre Performance

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. Net Promoter Score. Forecast Accuracy. It is measured as a percentage of scheduled time on the phone.

Metrics

Metrics Average Handle Time Schedule adherence Calibration

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

AUGUST 1, 2017

First Call Resolution : In today’s busy world, each customer wants to resolve their problem(s) fast and efficiently without having to consistently follow up. Reduced Queue wait time : This can be done by having a strong dialer that can reroute calls to different agent groups.

Contact Center

Contact Center Call Center Average Handle Time Real estate

BPO Vendor Management Part One: Top 5 Tips for Better KPI Performance

Outsource Consultants

MARCH 29, 2021

We all want to crush goals (and call center agents are no different), but setting the bar too high or too rigid creates frustration. You can’t expect BPO agents dealing directly with customer complaints to maintain the same CSAT scores as those handling account upgrades, for example. Call Center Tip #5 — Collaborate and Calibrate.

Management

Management Calibration Call Center Upselling

Contact Center Quality Assurance: Best Practices Guide

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. A healthcare sector client implemented an AI-powered speech analytics tool to evaluate 100% of their calls automatically.

Best practices

Best practices Contact Center First call resolution Average Handle Time

Beyond Issue Resolution: Why It Makes Sense to Outsource Content Review to Your Contact Center Partner

BlueOcean

NOVEMBER 13, 2019

Furthermore, both types of programs have clear Service Level Agreements (SLAs) where KPIs are carefully measured and calibrated. In customer service, that looks like average handle times, first call resolution rates, and customer satisfaction scores. Let’s look at an example. Still have questions?

outsourcing

outsourcing Contact Center Calibration Average Handle Time

Call Center Dialer Software: Optimization Best Practices

NobelBiz

MAY 9, 2023

In a regular set-up, where agents manually select, dial, and wait for the call to connect is estimated that a total of 36 hours is being wasted each month – per rep. It’s easy to see how an automated tool to select prospects, dial, and route the call can optimize the outbound process. If you have 15 agents, that is a total of 11.25

Best practices

Best practices Call Center Gamification Contact center software

Scorecard Template: Improve CX With a Call Center Scorecard

Voxjar

AUGUST 15, 2021

Tracking and grading customer interactions in your call center can go a long way toward keeping your customers happy with you instead of encouraging them to jump ship to one of your competitors. That’s why we’ve put together this scorecard template (with examples) for you! Was the agent professional? Customer Experience.

Call Center

Call Center Calibration Abandon rate Average Handle Time

7 Ways to Reduce Average Handling Time in your Call Center

LiveChat

APRIL 25, 2016

Because that will help to maintain first call resolution. For example, some people are good with numbers and others are good with words. The efficiency of the call center is built by enhancing the efficiency of an individual. You will see major changes in near future at your call center.

Average Handle Time

Average Handle Time Call Center Calibration First call resolution

A Simple Guide for an Effective Outsource Call Center Strategy

Blueship Call Center

MARCH 31, 2023

. ● Prioritize Transparency: Instead of monitoring to make sure your call center is meeting your expectations, you should concentrate on managing your business. Frequently collaborate and calibrate: Work and communication are necessary for every long-term relationship. Hence, you are aware of what you are receiving.

outsourcing

outsourcing Call Center Calibration Contact Center

Hyper Efficiency: The Next Frontier in Contact Center Operations Management

NobelBiz

APRIL 18, 2023

The following formula is used to get the AHT (Average Handle Time): the duration of the exchange itself (AHT), the duration of the caller’s wait (MEA), and the duration of the file’s post-call processing (ACW). The system analyzes inbound calls, creates a detailed template, and assigns specific calls or tasks to assigned agents.

Contact Center

Contact Center Interactive Voice Response Management Gamification

9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

MAY 29, 2020

You’ll improve customer experience metrics like average handle time and first call resolution. Monitor all calls, but take a closer look at those with VIPs, high-dollar values and those where customers are following up on an issue. Calibrate regularly. Gauge your QM process for consistency.

Best practices

Best practices Contact Center Interactive Voice Response Average Handle Time

9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

MAY 29, 2020

You’ll improve customer experience metrics like average handle time and first call resolution. Monitor all calls, but take a closer look at those with VIPs, high-dollar values and those where customers are following up on an issue. Calibrate regularly. The Cloud. Gauge your QM process for consistency.

Best practices

Best practices Contact Center Interactive Voice Response Average Handle Time

Why Customer Experience is Like Sex in High School

Customer Relationship Metrics

JANUARY 11, 2017

Let’s explain why with a short example: Contact Center A: The post-call IVR survey was linked to a specific contact center agent. Contact Center B: The post-call IVR survey WAS NOT linked to a specific contact center agent. Goal: Reduce repeat calls – increase First Call Resolution (FCR), when the emotions are fresh.

Customer Experience

Customer Experience Interactive Voice Response Caller satisfaction Calibration

Customer Contact Central

Best Practices for Auditing Calls to Maintain High QA Standards

10 Key Metrics and KPI’s for Contact Centre Performance

Trending Sources

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

BPO Vendor Management Part One: Top 5 Tips for Better KPI Performance

Contact Center Quality Assurance: Best Practices Guide

Beyond Issue Resolution: Why It Makes Sense to Outsource Content Review to Your Contact Center Partner

Call Center Dialer Software: Optimization Best Practices

Scorecard Template: Improve CX With a Call Center Scorecard

7 Ways to Reduce Average Handling Time in your Call Center

A Simple Guide for an Effective Outsource Call Center Strategy

Hyper Efficiency: The Next Frontier in Contact Center Operations Management

9 Contact Center Best Practices for 2020 (and Actionable Tips)

9 Contact Center Best Practices for 2020 (and Actionable Tips)

Why Customer Experience is Like Sex in High School

Stay Connected