ViiBE Blog

APRIL 28, 2021

Call centers and contact centers have industry-specific KPIs to measure agent performance. These KPIs illustrate how one agent’s productivity affects overall call center performance indicators such as call volume, wait times, and response time. What are the KPIs in a call center?

Call Center 98

Call Center Schedule adherence Average Handle Time First call resolution 98

Outsource Consultants

JANUARY 27, 2025

Implement skills-based routing to match calls with the best-qualified agents. Offer callback options to reduce customer wait times. Learn how nearshore call centers can improve service levels Reduce Abandonment Rates Abandonment Rate tracks the percentage of callers who hang up before speaking with an agent.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

OctopusTech

MARCH 1, 2023

Every inbound call center will have unique priorities, but here are some examples of metrics that are usually dashboard-worthy: Average handle times Abandon rate Average wait time Service levels First call resolution Schedule adherence Customer satisfaction Forecast accuracy Net Promoter Score Quality scores 4.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Hodusoft

DECEMBER 28, 2022

This metric gives a detailed analysis of the utilized time by the agents across their shifts. It is an excellent indicator to track the agent’s performance and monitor their schedule adherence. The ideal agent utilization rate varies across industries and call types.

Best practices 52

Best practices Call Center Metrics call center software 52

Hodusoft

JUNE 7, 2024

This metric gives a detailed analysis of the utilized time by the agents across their shifts. It is an excellent indicator to track the agent’s performance and monitor their schedule adherence. The ideal agent utilization rate varies across industries and call types.

Best practices 52

Best practices Call Center Omni-channel support Management 52