Call centers, the frontline of customer service, are crucial for businesses to maintain their reputation and customer loyalty. To effectively manage overall call center efficiency.
1. Efficiency Metrics
Average Handle Time (AHT): AHT measures the average time an agent spends handling a call, including talk time, hold time, and after-call work. A lower AHT generally indicates more efficient call handling.
Abandonment Rate
The abandonment rate measures the percentage of calls that are disconnected before reaching an agent. A high abandonment rate can indicate insufficient staffing, long wait times, or complex call routing processes.
Agent Occupancy Rate
: The agent occupancy rate measures the percentage of Country Email List time agents are actively engaged in calls or other work-r
Net Promoter Score (NPS): NPS measures customer oyalty and willingness to recommend . 
Customer Effort Score (CES)
: CES measures the perceived effort customers exert tolve their issue. A l ower CES Email Library indicates a more effortless and positive customer experience.
3. Agent Performance Metrics
Agent Adherence: Agent adherence measures the extent to which agents follow their scheduled shifts and breaks. Adherence is crucial for maintaining consistent staffing levels and minimizing wait times.
