Fonolo

JULY 27, 2021

These days, there are tons of key performance indicators (KPIs) and call center metrics to evaluate call center performance and call center agent performance. Take your pick — first call resolution (FCR) , abandon rate , customer satisfaction (CSAT) , and more. First call resolution (FCR).

Call Center 142

Call Center Abandon rate First call resolution Construction 142

Fonolo

JUNE 9, 2020

First Call Resolution (FCR). In an ideal scenario, customers will only need to call your support center once to have their issue resolved. According to SQM group , the average call center has an FCR of 72%, which means that 28% of calls require a follow-up engagement. Did you know?

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

TechSee

AUGUST 26, 2024

First Call Resolution (FCR) : Striving for first call resolution should be a key objective. This means resolving customer issues in the first call whenever possible, which significantly reduces customer effort and increases satisfaction.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Callminer

OCTOBER 3, 2019

They can handle constructive criticism without taking it personally, and they’ll be honest if you ask them questions about how things can run better. One of the most surefire ways to boost employee morale and motivation is by actually listening to what they have to say. What is the answer? This is Why. Honesty is a super-skill.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

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). Implementing new tools and processes to address gaps in the call center can help, but remember that feedback can help empower and motivate an agent to provide exceptional work.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Calabrio

APRIL 11, 2025

A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. Ask: Where are the gaps in performance? Are there common trends indicating specific skill deficiencies?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Tethr

MAY 11, 2020

Although platforms like Tethr can evaluate the effectiveness and quality of customer interactions and provide guideposts for managers to better coach their reps, the right leadership pursuits can foster team morale. Here are some strategies managers can take advantage of to up the call center game. Gamification works. Not so much.

Call Center 67

Call Center Morale Gamification First call resolution 67