Workforce Optimization
Workforce Optimization
At Weety Chat, we understand the challenges faced by startups and large corporations in managing and optimizing their workforce. That’s why we offer tailor-made Workforce Optimization (WFO) solutions that cater to your specific business needs. Our dedicated WFO team combines their expertise with industry-leading scheduling tools (e.g.) Genesys, and Playvox to efficiently manage your workforce and boost productivity. Additionally, we have developed powerful in-house tools that further streamline your workflows, making your operations more efficient than ever before. With Weety Chat’s WFO solutions, you can expect significant improvements in customer interactions, agent performance, and overall business success. Our solutions enable you to capture and analyze the entire customer journey, ensuring enhanced quality and security in every interaction. Leverage our advanced analytics and reporting capabilities to uncover valuable business trends and identify opportunities for greater revenue potential. We take pride in our friendly and collaborative approach at Weety Chat. Our team works closely with you to understand your unique business requirements and design a customized WFO strategy that aligns with your goals. We provide ongoing support and guidance to ensure a seamless implementation process and optimal results for your business. Whether you’re a startup looking to establish efficient workforce management practices or a large corporation aiming to drive revenue growth, Weety Chat’s Workforce Optimization solutions empower your business to thrive.
Average Speed of Answer (ASA)
This benchmark measures the average time it takes for a call to be answered by a contact center agent. The industry benchmark for ASA is typically around 28 second real-time, with real-human gestures.
First Call Resolution (FCR)
At Weety Chat, we pride ourselves on our friendly and collaborative approach. Our team works closely with you to understand your unique business requirements and design a customized WFO strategy that aligns with your goals. We provide ongoing support and guidance to ensure seamless implementation and optimal results.
Average Handle Time (AHT)
AHT represents the average time an agent spends on a customer interaction, including talk time, hold time, and after-call work. The industry benchmark for AHT ranges from 6m.30sec.
Customer Satisfaction (CSAT)
CSAT is a measure of customer satisfaction with the service received from the contact center. The industry benchmark for CSAT is typically around 88%.
Agent Occupancy Rate
This metric calculates the percentage of time agents spend handling customer interactions compared to their total available time. The industry benchmark for agent occupancy rate is generally around 85%.
Abandonment Rate
Abandonment rate measures the percentage of calls that are abandoned by customers while waiting in the queue. The industry benchmark for abandonment rate is usually below 4%.
Average Hold Time
This metric indicates the average time customers spend on hold before their call is answered. The industry benchmark for average hold time is typically around 16 seconds.
Service Level
Service level measures the percentage of calls answered within a specific timeframe, often defined as a percentage answered within a certain number of seconds (e.g., 92% of calls answered within 20 seconds). Weety Chat’s benchmark for service level is commonly set at 82% within 20 seconds.
