What are the KPIs for measuring inbound call center performance ?

Inbound call centers handle large volumes of inbound calls every day. These call centers are therefore required to provide efficient, personalised and real-time support in order to retain customers over the long term. So what are the KPIs for measuring inbound call center performance? Follow the thread of this article to get an idea of these KPIs.

Service level and average call duration

The very first KPI to measure inbound call center performance is service level, read on for more details on kpis for call centers. Indeed, it is the service level that measures the percentage of inbound calls handled over certain durations. This KPI can be obtained by dividing the total calls handled by the total calls received over a defined period of time and multiplying by 100. The other KPI to consider is the average call duration. This is a KPI that calculates the average conversation time between the agent and the customer. This is one of the most important KPIs for measuring agent productivity.

Average handling time and first contact resolution

Apart from the above-mentioned KPIs, the other KPI that is also taken into account is the average handling time. Commonly referred to as AHT, this KPI combines the average call duration with the time an agent spends to complete the transaction. It is this KPI that allows the call center to know how long it takes an agent to handle a given call volume. A long AHT indicates that agents are spending enough time with customers. It implies their inefficiencies.

As for first contact resolution, note that this is a KPI that measures the number of support requests that are resolved on the first contact. When a customer's problem is resolved on the first contact, no one would need to follow up. This KPI is an excellent way to get an idea of the service quality of a company. The high rate of this KPI then implies the efficiency of the agents and the company's ability to quickly satisfy its customers.

How can I improve my relationship with your son? 3 practical tips

Raising a child is not always an easy task. There are many things to consider and, as always, there are no magic recipes. Part of the success lies in knowing how to adapt to the unforeseen and the particularities of the dynamics of our families. Here you'll find a summary of tips to keep in mind that are generally helpful. Practice active listening Both in childhood and adolescence, maintaining an attitude of active listening with your child will positively affect their self-esteem, as well as i... Read more

Internet: definition and advantages

If the Internet were to be erased from our daily lives, many people would see their lives suddenly turned upside down and become difficult and unlivable. This is to say that this technology has become indispensable for most of us. But what are the real benefits of the Internet in our daily lives? Internet: what is it? What does the Internet mean? The Internet is known as a global computer network interconnection system. It uses a standardized set of data transfer protocol. To put it simply,... Read more

How to keep and store your watches properly?

Regardless of the price of watches, their value is very sentimental and it is wise to maintain them. So, in order to protect your jewels and keep them as long as possible, it is essential to opt for the best solutions. We will share them with you in the following section. Opt for a watch box If you are a collector of classic or luxury watches, this tool will certainly come in handy. You will acquire more information about watch box. Among all the ways of storing and preserving watches, the watch... Read more

Risks in welding

Welding is not an easy task because it involves many risks. This is why it is advisable to use protective equipment to protect yourself. On the other hand, it is important to know these risks in order to be better prepared and to anticipate them. We tell you everything you need to know in this article. Physical risks The high temperatures reached during welding can cause severe burns on the skin as well as external damage to the eyes. In addition, the latter can be damaged by the bright glow emi... Read more

Tips for a successful choice of clothing online

Have you ever once done shopping online? If not, you have thought at least once to do it, but you resist because of the risks in case of bad choice. It's understandable, but relax, this article is here to help you make your choices. Sneak in the lines and be satisfied. Target the best sales site Choosing your clothes online starts with this first step. Today, e-commerce has taken a big place in the world and allows you to make purchases from your location at any time. There are several clothing... Read more

The reality of future work

The outbreak of the pandemic has shown us that we don't have to come to the office before working, we can as well work from home known as remote work, which is the reality of today and future work. Let's look at the advantages of remote work as you continue. It is flexible. The thought of remote work brings flexibility to the mind as everybody will be integrated without stress. For more details click here https://www.aircall.io/ with the help of the right futures like a click set up, business h... Read more

Tips for having a personalized style.

Presented under several themes, personalized clothing appears as flagship products in online stores. Costumes, necklaces, rings, plush toys, watches and more are very popular on the internet. Therefore, everyone would like to have their own style and showcase themselves. In this article, you will find out why and how to have a personalized style. Why customize your dress style? Most people like to look unique. Thus, they adopt a personal dress style to stand out and remain original and special.... Read more

What you need to know about the new Visitax tax

The fee for receiving a Visitax for a stay in Mexico has changed. The Mexican state authorities are responsible for issuing the permit to stay in Quintana Roo. This tax applies to anyone wishing to visit the state of Quintana Roo in Mexico with its new rules. How do I pay this new tax? Regardless of the reason for your stay and whether you want to use Visitax, payment is obligatory and must also comply with the instructions given. Exceptions to the payment of the tax are for health and education... Read more

Visa électronique de voyage : les principaux avantages

En prélude à un départ pour voyage dans un pays étranger, il existe un certain nombre d'obligations administratives dont la conformité s'avère indispensable pour rester en règle vis-a-vis des autorités locales. Dans le lot figure le e-visa ou visa électronique, un document de voyage important qui vous permet de séjourner en toute sécurité et sérénité dans votre pays de destination. Aujourd'hui, la possibilité d'entrer en possession de ce précieux sésame est offerte par de plus en plus de pays da... Read more

Renovation of a house: the different stages.

Home renovations are not that easy as you might think. Whether it's a partial renovation or a complete home renovation, you have to ask the right questions. In all cases, it will be necessary to call on professionals because this requires real know-how, regardless of the type of work. Different types of renovation work There are different types of renovation work: Small renovation work, which will be more of an embellishment or refreshing such as repainting a room, installing parquet ... Th... Read more

How to choose a necklace for women?

Gold or silver necklaces for women are excellent gifts to give as presents or to give to yourself. However, making the best choice is not always easy. Want to give a necklace or chain as a gift, but not sure which one? Here are our tips for choosing the perfect jewellery. Choosing the metal of the necklace It is recommended to first choose the ideal metal based on the wearer's taste and appearance. To choose the right metal for your necklace, discover more here. Some recommendations for metal se... Read more

Computer battery life boosting from home

Having a PC or phone that is always running down can lead to the loss of sensitive data. And most of the time, all you have to do is change the battery or charger and the worry of data loss disappears. That's why we direct you to the best online charger and battery sales stores, so you can find a quick solution in 24 hours shipping. The available electronic accessories No matter what brand of computer or cell phone you use, you're going to find the perfect computer battery in just one click…. Ju... Read more

Why invest in online payment companies?

Online shopping is a sector that is growing quite rapidly in the current era. What interests many people in this field is fast and efficient online payment. Given its various advantages, most people prefer to invest in online payment companies. Find out in the lines of this article the reasons and advantages that come from such a system. Reasons that may lead to an investment in an online payment company You are doing business online. Did you know that? It's the best investment plan of the centu... Read more

Restaurant Atelier Acte 2 : the best place for your events

If you live in France and are looking for an ideal setting in the small village of Corbières for your events such as weddings, company dinners, etc., don't panic. Don't panic, read this article and discover the new restaurant Atelier Acte 2 which will make you happy. Atelier Acte 2: what do you need to know? Located in a village in the Corbières, between the sea and the countryside near the coast, only 10 minutes from Leucate, Atelier Acte 2 is a small restaurant created by LAFFARGUE Thomas. A c... Read more

What are the menus to choose for the reception of his wedding?

All people who wish to get married would like to do so in a friendly and joyful harmony. To achieve this, some future brides and grooms establish a good wedding plan. In this planning, there is a crucial element that must be taken into account during the reception. This is the wedding menus. The food that can be served at a wedding reception First of all, you should know that some of your guests may face gastric problems. To those, it is important to reserve only gluten-free food or vegetarian d... Read more

Understanding Universal Accounting Software

Managing a business successfully is a huge task that most companies face. Performing certain financial and other tasks is often a problem. But accounting has become the best solution to help many structures solve their difficulties. And for the good functionality of accounting, it is necessary to use universal software. In the rest of this article, you will discover the advantages of this application. What is a universal accounting software? Universal accounting software is a powerful tool that... Read more

Facebook Chatbot: how to use it fully?

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How to organize a birthday party at home?

Planning a birthday party can seem overwhelming. But if you break it down into small tasks, you may find it very fun. So how do you plan a birthday party at home? Here are some tips. Choose a theme While it may seem unnecessary, having a theme will help you know what decorations to buy, what food to prepare and what games to plan. Character parties are popular, but general themes work too. Some themes will obviously be more difficult than others. Visit a few party stores or go to pop over to thi... Read more

How much do local SEO ads cost with the agency?

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Resetting your home alarm: how to proceed?

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How to behave during an interview?

Being jobless is one of the most frustrating state in life and when you finally find one there certain behaviors you should have during the interview. In this article you will find how to behave during an interview to get the job. Don’t be late Be on time. If you come late it will not give a good impression of you. And you may lost the job. Even if you are holding the interview online through the website link sent to you, don’t be late Be grateful At the beginning of the interv... Read more

What are the best gay dating sites?

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How to decorate your living room for Christmas?

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Some tips for successful party planning

Parties have a way of bringing us joy and allowing us to forget our daily concerns for a while, especially when we are with family or friends. Nevertheless, few people know how to successfully organize a party. So how to succeed? Here are some tips given by this article to help you. First imagine what you want for the party A party is usually a time of collective revelry meant to celebrate something or just have fun. You can continue reading this article for more ideas. In reality, the party ref... Read more

How can you keep yourself well informed ?

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Learning to improve your vocabulary

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The essentials to know about creating a time-lapse

A time-lapse is a video animation made from a series of photographs taken in a regular interval and a fixed point of view. But to set up impressive time-lapses, you need to own the right tools and master the settings. Find out all the details in this article. What materials are needed for a time-lapse? A time-lapse can be used to show the opening of a flower and the growth of a plant, the passage of clouds in the sky and then the movement of stars or the sun. For more information, view publisher... Read more

Comment bien lancer votre produit ?

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How to make your hotel known ?

You feel that your hotel does not have enough visibility and want to know how to make it known. For this, there is a set of good practices related to digital marketing and e-reputation of your hotel at low cost and effective. In this article, you will discover some tips to make your hotel known. Getting your hotel known thanks to industry references First of all, you need to establish a solid and sustainable foundation. For this, there is no miracle, you must be visible on the net. Three main ch... Read more

Why are you interested in dinosaur articles?

Long ago, dinosaurs were inhabitants of the earth. Thanks to paleontology, their fossils have been found and their existence has been traced. Given their aspects, dinosaurs have become fascinating beings everyone. This article shows you why you should be interested in dinosaur representations. Dinosaurs are monumental The very first dinosaur exhibition for the public took place in the mid-nineteenth century. Visit https://www.dinosaur-universe.com/ These first reconstructions of dinosaur images... Read more

What you need to know about anti-DDoS web hosting

The protections against DDoS attacks are multiple and diverse. There are now secure web hosting to avoid threats to websites and all servers. However, to find out the basics about anti-DDoS web hosting, read on. What is anti-DDoS web hosting? Web hosting is made available to businesses that need the host's servers to run their sites. KoDDos web hosting then gives you all the details here. In reality, an anti-DDoS web hosting provides proper installation for its servers, repair in case of any pro... Read more

How do you go about buying a handpan that suits your purposes ?

Due to the large number of handpan manufacturers, it is more complicated to buy a handpan these days. If you find yourself in such a situation when buying a handpan, you have made the right choice of item. Here, we provide you with instructions on how to buy your handpan easily. Be careful with the prices set When buying a handpan, the first question you should ask yourself is its actual price. Let me tell you that this musical device is by no means too expensive, although it should not be cheap... Read more

How to start astronomical photography?

The universe is a mysterious place. It abounds with a number of elements still unknown to many. Astronomical photography is one of the ways to present the universe in an even more enticing light. If you're enjoying those great astronomical photos, maybe it's time to treat others to yours. Below are some tips on how to get started. Find a good camera astronomic photography is an exciting adventure. But, to get started with astronomic photography, you will need a camera, a telescope and accessorie... Read more

River table what kind of drink to choose

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Sex dolls: what are the benefits of these sex toys ?

Technology has evolved on all levels. It keeps on creating new things in every field. This time, it has thought well about the life of singles, by creating a kind of doll that has the same sexual skills as a human being. It provides sexual pleasure as the name says, sex doll. It is important that you read this content carefully in order to discover the different advantages of this doll. It is completely at your disposal The sex doll is one of the sex objects, it is a kind of robot tha... Read more

The main features of 1xbet Aviator

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Unleashing the excitement: a beginner's guide to casino entertainment

Online casinos offer a wide selection of exciting games, ranging from slots to Rollbit casino, blackjack, poker, and roulette. Every game offers distinctive characteristics, ensuring endless hours of entertainment for players of varying expertise. In this article, you will explore the advantages of online casino games, such as convenience, attractive bonuses, and secure payments. You will also discover valuable tips for new players and learn how online casinos, like Rollbit casino, offer an exci... Read more

Exploring the History of Online Casino Gaming

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