Some leads are diamonds. However, the truth is that every batch of leads is bound to have some duds. Even medium-value leads can be losers if they siphon time away from high-value leads because your team has no way to differentiate between the two. How can you tell which leads are the best in the […]
Companies that outdated lead data struggle to make pitches based on yesterday’s news. If this is your company’s predicament, you’re truly setting your sales team up to fail. Keep reading to learn about important tips for maintaining up-to-date leads.
Agent utilization is one of the most important key performance indicators (KPIs) a call center uses to measure its efficiency. But what is agent utilization? And how can companies improve this KPI? In this comprehensive guide, we’ll examine the agent utilization formula and other factors such as cost per contact, occupancy vs. utilization, and more. […]
To ensure your call center’s productivity and efficiency, you must measure your operations. Track these 20 call center metrics to measure performance.
First response time, which measures the agent’s response time to customers’ inquiries, is one of the most important metrics in call center performance. This measure also ties in with the average volume of calls in the center. A high average call handling time can indicate that agents are taking too much time to answer the […]
The abandonment rate is the first step in determining how efficient your call center is. This metric indicates the percentage of calls that end without a resolution. A good benchmark is zero call abandonment. However, it is possible to achieve an 80% abandonment rate if there are a lot of things you need to do. […]
Call center agents are responsible to answer customers’ questions and provide excellent service. This can be a difficult task. You’ll need an evaluation of your call routing strategy to make sure your agents are meeting customer satisfaction survey goals. You can also track how many calls you have completed, the average time on hold, and […]
One of the most important call center metrics is average handle time. This refers to the time it takes for an agent to answer a customer’s call and then disconnect it. This metric can be difficult to calculate, as the length of the average handle time varies depending on the complexity of the issue. However, […]
What is customer turnover rate? Simply put, customer “churn rate” is the percentage of customers that leave your business. It is a key indicator to customer satisfaction. Your churn rate will drop if you have a higher customer satisfaction score. Tracking your churn rates can help you to determine how to improve it. Here are […]
A key part of improving the customer experience is determining how long agents are on the phone. Too many agents on the phone can lead to a low productivity KPI. To determine how long agents are on the phone, measure their average hold time. This metric gives the call center manager insight into the length […]