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Posts Tagged ‘call center KPIs’

How to Reduce Hold Time in a Call Center

Don’t let bad hold practices be the reason you lose customers! Customers dial call centers for fast solutions and answers, don’t disappoint them and place them on hold. No one wants to waste their time by placing their phones on speaker and blasting hold music waiting for an agent to respond. We know that sometimes…

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Improve Business Performance with the Right Call Center KPI Benchmarks

We have all heard the old saying: “What gets measured gets improved.” Though it might seem cliche, it is certainly applicable to call center performance. But, that’s just one half of the equation. Before you think about measurement, you must ensure that you are tracking the call center KPI benchmarks that will help your call center…

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5 Steps to Improving First Call Resolution

  First call resolution is when an agent properly addresses and resolves a customer concern the first time that they call, eliminating the need for the customer to call in a second time. This key performance indicator is essential to maintaining high customer satisfaction levels and call center efficiency. First call resolution directly impacts both customer…

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Tips for Benchmarking Call Center KPIs

  Key performance indicators, or KPIs, are an essential piece of any call center management strategy. KPIs help you manage your workforce and identify areas for improvement at almost every level: individual agents, call queues, and your call center as a whole. But without clear standards and goals, key performance indicators are really just numbers.…

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How to Optimize Average Speed of Answer

  In order to understand and improve your call center’s performance, you must monitor key performance indicators (KPIs). One of the most critical of these KPIs is average speed of answer. Average speed of answer is the average amount of time it takes for an agent in your call center to answer a customer call. It is…

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3 Causes of Long Average Call Duration (And How to Fix Them)

  When you are running a call center, you have to find a perfect balance. You want your agents to work as efficiently as possible, but you also want to make sure they are aware of other customers waiting in their queue and that they’re successfully helping each caller. Average call duration is one key…

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Top 5 KPIs for Inbound Call Centers

As a provider that specializes in inbound call center software, we are all about performance-tracking. Thanks to the advanced reporting metrics and tools available with today’s virtual contact center solutions, call center managers have all the facts and figures that they could ever need at their fingertips. But, with all that data comes a truckload…

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