Fonolo

SEPTEMBER 21, 2023

TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). Schedule Adherence Schedule Adherence is another older metric that can still be a useful measure of agent attendance.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Call Design

JULY 6, 2021

The industry benchmark for the first call resolution measurement is between 70% to 75%. 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. It is measured as a percentage of scheduled time on the phone. Net Promoter Score.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Serenova

AUGUST 25, 2020

An integrated workforce management system helps contact center leaders get a handle on the schedule adherence battle by building multi-channel schedules with shifts that address multiple activities across. Supports schedule compliance. Monitor agent calls for coaching opportunities.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

3CLogic

NOVEMBER 10, 2021

Go Beyond Metrics To Offer Individualized Coaching. Monitoring agent performance metrics — which includes service level, agent schedule adherence, call resolution, average handle time, and customer satisfaction — is critical for identifying opportunities to improve.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Noble Systems

OCTOBER 18, 2018

Identification of areas for improvement and definition of new goals should be discussed during coaching sessions. For example, you might specify a 90/20 service level meaning that 90% of the calls should be answered within 20 seconds. First Call Resolution (FCR). Process issues need to be addressed by operations.

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

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

Serenova

AUGUST 25, 2020

An integrated workforce management system helps contact center leaders get a handle on the schedule adherence battle by building multi-channel schedules with shifts that address multiple activities across. Supports schedule compliance. Monitor agent calls for coaching opportunities.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40