Author: William Balvanz
William Balvanz is the Training Specialist at Voyant, a US-based UCaaS provider. He has years of experience in the call center space, as well as cloud-based communications. We have once again called on William to provide some direction as to how to improve one of the most critical cost-impacting metrics in the contact center space – average handle time. Average Hold Time This metric is one of the most commonly used to rate an agent’s performance due to the direct effect it has on profitability. If an agent can resolve issues while keeping the customer engaged, he or she can improve First…
William Balvanz is the Training Specialist at Voyant, a US-based UCaaS provider. He has years of experience in the call center space, as well as cloud-based communications. We have once again called on William to provide some direction as to how to improve one of the most critical cost-impacting metrics in the contact center space – average handle time. Average Handle Time This metric is one of the most commonly used to rate an agent’s performance due to the direct effect it has on profitability. If an agent can resolve issues in a short amount of time, he or she can…
William Balvanz is the Training Specialist at Voyant, a US-based UCaaS provider. He has years of experience in the call center space, as well as cloud-based communications. We have once again called on William to provide some direction as to how to coach your agents toward First Call Resolution for your customers. First Call Resolution The primary key performance indicator for technical support and retention agents, First Call Resolution (FCR) is satisfied when the customer’s issue is resolved with their first contact. This is frequently expressed as a percentage, where given a timeframe, the total number of calls resolved with initial…
William Balvanz is the Training Specialist at Voyant, a US-based UCaaS provider. He has years of experience in the call center space, as well as cloud-based communications. We have once again called on William to provide insight to the difference between Adherence and Compliance when evaluating agent performance. Adherence and Compliance Schedule adherence and agent compliance are two key performance indicators that look at similar activity. In one case you look at how close the agent’s work aligns with how they’re scheduled, in the other you look at how closely the number of work hours lineup with the time that they…
William Balvanz is the Training Specialist at Voyant, a US-based UCaaS provider. He has years of experience in the call center space, as well as cloud-based communications. William has agreed to put together an article addressing one particularly tricky metric in a call center. Abandon rate, otherwise known simply as Abandonment, represents missed opportunities for your contact center. There are usually a couple of distinct reasons that callers will abandon the call, and we will explore them individually. A call is counted as abandoned if the caller disconnects the call at a point after the queue has taken the call, but…