Remove Examples Remove First call resolution Remove Schedule adherence
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How to evaluate a call center agent’s performance?

ViiBE Blog

The center’s total call volume and the number of staff present at any time will affect this KPI. First call resolution rate. Another KPI is the first call resolution rate. This measures how many customer issues are resolved within the first call to the center. Employee break time.

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10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

The industry benchmark for the first call resolution measurement is between 70% to 75%. Schedule adherence is the degree to which agents do what they are scheduled to do in terms of being logged on. ?It It is measured as a percentage of scheduled time on the phone. Net Promoter Score.

Metrics 148
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From Onboarding to Excellence: Your Contact Center Training Guide for 2025

Calabrio

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?

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The Ultimate Guide to Call Center Agent Performance

Fonolo

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.

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The Importance of Workforce Management for Contact Center Leaders

Serenova

For example, an organization may leverage WFM solutions to give real-time feedback via dashboards that highlight individual and team performance. Supports schedule compliance. Schedule adherence assesses how closely a contact center agent follows their scheduled activities. Performance management.

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Top Metrics that Measure Inbound Call Center Performance

Tenfold - Contact Center Blog

The cases that should be included in the formula are issues that can be resolved during the first call–for example, booking changes, cancellations, and upgrades. To calculate, divide the total amount of waiting time by the total number of calls received within a certain period. Average Call Transfer Rate.

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How to Cash in on Contact Center Failures

NICE inContact

When using older contact center systems, you are likely to find inefficiencies in the areas of average handle times (AHT), first call resolution (FCR), and agent occupancy. Here is an example* of how improving these KPI’s can lead to big savings. Current AHT is 9.65