Service Level Agreement (SLA) Adherence: Ensuring that the team meets or exceeds the established SLAs for customer service, response times, and issue resolution.
Call Abandonment Rate: Keeping track of the percentage of calls that are abandoned by customers before connecting to an agent, aiming to minimize this rate.
Average Handle Time (AHT): Monitoring the time agents spend on calls, chats, or emails, with the goal of optimizing efficiency without compromising quality.
Forecast Accuracy: Evaluating how well the WFM team's predictions match actual call volumes and workloads, helping to optimize staffing levels.
Schedule Adherence: Measuring the extent to which agents adhere to their assigned schedules, ensuring optimal coverage and minimal disruptions.
Agent Utilization: Assessing the percentage of time agents are engaged in productive activities versus idle or non-productive time.
First Call Resolution (FCR) Rate: Tracking the percentage of customer issues that are resolved during the initial contact, demonstrating effective problem-solving skills.
Occupancy Rate: Monitoring the ratio of time agents spend handling customer interactions compared to their available time, aiming for an efficient balance.
Agent Attrition Rate: Keeping track of agent turnover to assess the team's stability and identify areas for improvement in work environment or support.
Customer Satisfaction (CSAT) Score: Collecting and analyzing customer feedback to gauge their level of satisfaction with the service provided by the WFM team.
Backlog and Response Time: Managing the volume of pending tasks or issues and ensuring that responses are provided within a reasonable timeframe.
Schedule Efficiency: Assessing how well schedules are aligned with predicted call volumes, minimizing overstaffing or understaffing situations.
Adherence to Breaks and Lunches: Ensuring that agents take their scheduled breaks and lunches in line with the planned schedule.
Average Speed of Answer (ASA): Tracking the time customers spend waiting in a queue before connecting to an agent, aiming for minimal wait times.
Cost per Contact: Analyzing the cost associated with each customer interaction to ensure efficient resource allocation.
