Definition: Abandonment Rate refers to the percentage of customers waiting in a call or chat queue that terminates their session before connecting with a representative. This is typically a result of the longer than expected wait times, customer errors, or customers finding a solution via an alternative support medium. Businesses may choose to treat differently, […]
Definition: Absenteeism refers to the number of employees that did not report to work to fill their scheduled shifts. It considers employees that called to report illnesses or personal reasons, as well as those that did not show up without calling ahead. Employees on assigned days off or approved time-offs are not considered for absenteeism.
A contractual undertaking between a client and service provider to execute a business function at an agreed rate. This agreement is termed an account because it is often treated as a business entity with end-to-end financial and performance reporting.
Definition: After Call Work (ACW) refers to the time an agent spends on tasks related to a customer interaction after the call has ended. It includes activities such as updating customer records, completing call notes, sending follow-up emails, or any other post-call tasks necessary to wrap up the interaction. The ACW state makes the agent
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Definition: Agent utilization measures how much of an agent’s paid work time is spent on customer-related activities, such as handling calls, chats, emails, can providing case support. It excludes Available time and Not Ready time since these do not directly benefit customers. See Agent Occupancy Rate. Calculation: (Work Time – (Available Time + Not Ready
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The process of intangible assets such as trademarks, leases, and licenses, losing their value and usefulness over time. In anticipation of this, the replacement costs are accrued over the lifespan of the asset. This ensures these can be replaced once they are no longer functional. Acronym/ Synonyms:
Definition: The answer rate refers to the percentage of incoming contacts or customer interactions that are answered by call center agents before they abandon. It measures the effectiveness of volume forecasting and staff planning. Calculation: (Number of Answered Contacts / Number of Offered Contacts) * 100 Benchmark: Organizations often strive for above 95% Strategies for
The percentage of customers waiting in queue that are received by representatives before they abandon. The inverse of abandonment rate. Does not apply to non-real-time work items that cannot abandon and will be received at some point. See backlog. Measurement: (Contacts Handled)/(Contacts Offered) Benchmark: Guided by the nature of business and the likelihood that customers
When staff that is needed leaves the organization. This includes voluntarily, departure initiated by staff for their own reasons, or involuntarily when the organization initiates the separation based on staff behavior or performance. Organizations may choose not to consider certain separation occurrences as attrition if there is no business impact or need to replace the
Part of the telephony system that is used answer customer calls, identify their reasons for calling, route their calls to the appropriate departments, queue the calls if no representatives are available, and finally distribute queued calls once the next representative becomes free. ACD systems may also be configured to provide information, updates, and automated assistance
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