Agent Absenteeism is an important KPI that offers valuable business intelligence for developing a contact centre budget and optimizing workforce management practices. This can have a major impact on call centre scheduling and staffing, mostly during those tough Hallowmas days… 13. Agent Turnover Rate ...
Traditionally, contact centers have tried out a bunch of metrics that may or may not have yielded the right outcomes. For example, chasing average handle times (AHT) or Net Promoter Score (NPS) as isolated yardsticks may not provide accurate results. Sure, they may have helped in identifying...
While abandonment rate is an important KPI for all contact centres, it is particularly relevant for those that focus on sales. A high abandonment rate for these contact centres means lost revenue. That’s why these centres will normally pay more attention to this metric. To get a clearer pict...
For most companies, contact centers are an extension of the business. As such, the need to measure and improve call center performance is critical. 95% of companies say measuring call center metrics is important for improving customer satisfaction. But which key performance indicators (KPIs) shou...
Key performance indicators (or KPIs) for call centers are statistics that make it possible to measure performance and collect important data. These help you make the right decisions for your call center. According to the Zendesk Customer Experience Trends Report, more than 60% of customers say so...
In contact centers, KPIs are of three types. Each type contains a suite of metrics that evaluate the team’s performance, customer satisfaction, or the subsequent business impact. While there might be different types, you’ll notice that the metrics for each kind are closely intertwined and inf...
A contact center is where an agent answers customer calls and other interactions. This area can be the call center building, a shared workspace, or, for remote workers, a home office. Remote agents often work throughcloud contact centers, which makes it possible for them to work wherever they...
Average handle time (AHT) refers to how long it takes an agent to complete an interaction. Many contact centers agents are evaluated on how quickly they move through callers because A) contact centers want to reduce call wait times and B) faster AHT rates should indicate which agents are mo...
For call centers: For retail businesses or e-commerce: A high abandonment rate can be a concern for online retailers, as it indicates that a significant portion of potential customers areleaving the purchase process without converting. To addre...
Also, high Advisor Attrition can have a systemic impact on other aspects of contact centre operations. For example, if the ratio of skilled to new (and less trained) advisors is low, then service levels, related operating costs, and even CSAT will all be negatively impacted. In addition to...