January 21, 2020
Tag: call center
October 16, 2019
What Are Some Call Center Productivity Metrics?
Customer Satisfaction Customer satisfaction is an important metric to focus on. The higher the satisfaction rate, the better. In fact, the goal of every call center should be to solve 100% of the customer’s problem on the first contact. Another important metric is the average speed to answer. This metric measures how long agents take… View Article
October 24, 2019
What Does Metrics Mean in a Call Center?
Customer satisfaction is a key indicator for any call center. Customer satisfaction is a key indicator of the success of any business. It can also help you to manage your employees. Metrics like employee attendance, average hold times, and customer satisfaction can help you to understand how to improve your service. These four metrics are… View Article
January 16, 2020
What Does Metrics Mean In A Call Center? (FAQ)
The metrics of a call center are key to ensuring that the customer experience meets the highest standards. Agents are the face of the company, so it’s vital that they are properly trained. There are several ways to measure the performance of your agents. For example, you can look at the average time it takes… View Article
October 16, 2019
What Is A Call Center Customer Effort Score?
Customer Effort Score (CES), is a measure of the call center’s ability to handle customer queries. The CES score is calculated by dividing how easy customers find the process from how difficult they find it. This metric can help improve customer experience by showing how much time agents spend answering customers’ queries. However, it can… View Article
December 29, 2021
What is Agent Utilization and How to Improve It (2022 Guide)
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…. View Article
October 16, 2019
What Is ASA Call Center Metrics? (FAQ)
ASA is a measurement that measures how long agents spend answering incoming calls. ASA only takes into account calls that are answered. In other words, the longer an agent takes to answer a customer’s request, the lower the caller satisfaction rating will be. However, average handle times do not indicate the efficiency of a call… View Article
October 8, 2019
What Is Outbound Call Center Software?
A good outbound phone center software should have click-to-call features. This will improve efficiency and reduce errors. The best software will also allow for customization of outgoing calls. These will improve connection rates as well as increase the chances of returning calls. Custom outgoing calls can improve the performance and efficiency of the outbound department…. View Article
October 29, 2019
What Is The Average Hold Time In A Call Center? (FAQ)
Save Your Customer’s Time Every year, Americans waste over 900 million hours on hold. In addition, the average person will spend 43 days on hold in their lifetime, which is about a month and a half. That’s almost the equivalent of two trips to the Tour de France. Even though the average person doesn’t spend… View Article
January 18, 2020
