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Five key KPIs help optimize efficiency: Average Handle Time (AHT) , ServiceLevel , Abandonment Rate , Occupancy Rate , and Average Speed of Answer (ASA). Benchmark: Many organizations aim for an AHT of 480 seconds (8 minutes), depending on industrystandards. Offer callback options to reduce customer wait times.
Let’s dive straight into the 30+ best contact center metrics industrystandards. ServiceLevel Rate Each contact center has a standardservicelevel that determines the ideal time within which each call must be resolved. Agents should answer as many calls as possible within servicelevel times.
Workforce Management Workforce management in a call center is all about ensuring the right amount of agents with the anticipated call volume to improve operational efficiency and servicelevels. It is a process that involves forecasting, scheduling, and real-time adjustments to ensure adequate staffing.
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