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%. Net Promoter Score.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Fonolo

OCTOBER 13, 2022

When shrinkage starts to creep up, it can create a domino effect that has a negative impact on your call center operations. Stress levels go up and KPIs like First Call Resolution and Average Handle Time are impacted. Track Schedule Adherence. It affects shrinkage, too.

Call Center 81

Call Center Schedule adherence First call resolution Morale 81

3CLogic

NOVEMBER 10, 2021

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. So how can you ensure you maintain or improve first call resolution rates?

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Tenfold - Contact Center Blog

JULY 9, 2018

The most common factors that lead to abandoned calls are lengthy wait times and unnecessary hold times. An inefficient IVR system may also cause callers to abandon the queue. To ensure compliance with the SLA, a 5% or lower abandoned call rate needs to be maintained. Agent Schedule Adherence & Agent Attrition Rate.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Noble Systems

JUNE 27, 2019

Inbound interactive voice response (IVR) can provide account information, payment options and responses to frequently asked questions. Outbound IVR can provide personalized messages, administer surveys and other research. Automating and queueing call backs also elevates the customer experience.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

Talkdesk

APRIL 10, 2019

First Call Resolution: First call resolution, or first contact resolution, tracks how many customer issues are resolved on the first call or interaction. Resolving customer issues quickly without repeated interactions with your agents generally yields happier customers.

Call Center 45

Call Center Metrics Schedule adherence First call resolution 45

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