Call Design

JULY 6, 2021

This metric reflects the knowledge base and expertise of the agents working in the contact centre as well as how well your customers are directed through the IVR to the appropriate agent. The industry benchmark for the first call resolution measurement is between 70% to 75%. Customer Effort Score.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

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). But it’s far easier to make a call on whether you would recommend this product or service to friends and family.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Tenfold - Contact Center Blog

JULY 9, 2018

It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customer calls. Simply put, it’s getting it right the first time and reducing customer effort. Agent Schedule Adherence & Agent Attrition Rate.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

OctopusTech

MARCH 1, 2023

Additionally, organizations should regularly seek customer opinions about call center experiences by administering surveys that measure: Net Promoter Score (NPS) Customer satisfaction (CSAT) Customer effort score (CES) 2.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Pointillist

JANUARY 25, 2019

Customers respond using a 0-10 rating scale, with responses grouped into three categories: Promoters (9-10) Passives (7-8) Detractors (0-6) (Read more about NPS: How to Calculate NPS Using Journey Analytics ) Customer Effort Score (CES) Like NPS, customer effort score (CES) uses a single question to gauge customer satisfaction.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

JustCall

MARCH 9, 2023

You can obtain this metric by multiplying the average number of calls handled by the average time of calls handled and dividing this figure by the working hours. Adherence to Schedule Adherence to a schedule helps you understand how much time your agents spend idling.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52