Ani Mazanashvili

Average Hold Time (AHLDT) measures how long callers are placed on hold during live interactions and directly impacts customer satisfaction, operational efficiency, and brand perception. This guide breaks down the causes of long hold times, how to track AHLDT accurately, and actionable strategies to reduce it without sacrificing service quality. It also covers common mistakes to avoid, related metrics to monitor, and how tools like routing, training, and system integration contribute to faster, more effective calls.

Average Call Duration (ACD) measures only the talk time between agents and customers, making it a useful but often misunderstood diagnostic metric. The article shows how to interpret ACD in context, by segmenting it by call type, agent experience, or campaign and how to connect it with KPIs like CSAT and FCR for meaningful insights. It also offers practical strategies using Voiso’s tools to improve call outcomes without compromising quality or agent morale.

Average Talk Time (ATT) is often misunderstood and misused in contact centers. This article shows how to interpret ATT correctly, differentiate it from AHT, and use it as a diagnostic tool, not a performance score. It offers practical strategies to optimize talk time through intelligent routing, real-time agent support, and AI-powered insights, while tying ATT to broader metrics like CSAT and FCR.

Transfer rate isn’t just a metric, it’s a reflection of how well your contact center routes intent and preserves context across handoffs. High transfer rates usually signal upstream issues like vague IVRs, poor tagging, or lack of resolution ownership, not complex customer problems. Voiso tackles this by using predictive routing, transparent dashboards, and agent-side tools that reduce repeat explanations and turn transfers into seamless, trust-building moments.

Call volume is one of the most volatile and impactful metrics in contact center operations, with over 43% of teams experiencing daily spikes of 30% or more, yet most still plan around averages. High-performing teams analyze volume by intent, channel, and handle time to predict surges, prevent burnout, and optimize staffing without sacrificing CX. Voiso empowers this shift with live forecasting, smart routing, and AI-driven insights that turn chaotic spikes into strategic opportunities for service and growth.

What does it mean when Thailand tops the world in search interest for call center terms, scoring a perfect 100, while countries like El Salvador, Ethiopia, and the UAE rank higher than the United States? Or when searches for “AI contact center” surged by 350% in just one year? The past year of Google Trends […]

Raw call counts per agent often misrepresent actual workload and performance, as they ignore factors like case complexity, channel type, and resolution effort. High-performing contact centers move beyond volume metrics to track context-rich indicators, such as occupancy rate, contact load index, and first call resolution, to understand where pressure builds and why. With Voiso’s real-time analytics and AI-powered routing, teams can balance workloads intelligently, prevent burnout, and align agent output with quality, not just quantity.

Call center occupancy rate reflects how much of an agent’s time is spent on live interactions and after-call work, but without context, it can mislead teams into overworking agents or misjudging productivity. High occupancy often signals burnout risk or broken processes, not efficiency, especially when wrap time, coaching, or blended channel work isn’t accurately captured. Voiso gives teams a deeper view by breaking down occupancy by intent, channel, and performance trends, turning a flat metric into a powerful operational signal.

After-Call Work (ACW) often goes unnoticed, but it consumes up to 12% of agent time, costing efficiency and hiding opportunities for improvement. Rushing ACW leads to compliance risks and poor documentation, while smart teams focus on structured notes, tool integrations, and mid-call tagging to maintain speed without sacrificing quality. Voiso streamlines wrap-up with AI-generated summaries, CRM sync, and a single-screen interface, helping contact centers recover time without losing context.

Average Speed of Answer (ASA) tracks how long callers wait in the queue before speaking to an agent, but it fails to reflect customer frustration, intent, or pre-queue experience. Chasing low ASA without context can mislead teams into prioritizing speed over satisfaction, especially when it’s not paired with metrics like FCR, CSAT, and abandonment. Voiso transforms ASA into a real-time CX signal by segmenting queues, highlighting urgency, and enabling proactive routing and staffing decisions that reduce both actual and perceived wait times.

Call abandonment affects up to 27% of inbound calls and poses a serious threat to revenue, retention, and customer trust, especially when customers don’t call back. The root causes often lie within the contact center itself: long wait times, misaligned staffing, clunky IVRs, and limited channel options. Voiso’s platform addresses these issues with real-time dashboards, AI-driven routing, and smart callback systems that proactively reduce abandonment and recover lost customer experiences.

First Call Resolution (FCR) is a vital contact center metric that directly influences customer satisfaction, loyalty, and operational efficiency. Measuring it accurately requires aligning systems, feedback, and AI-powered tools to track resolution across all channels. By removing workflow friction, empowering agents, and leveraging Voiso’s automation and analytics features, companies can boost FCR rates and reduce costs while enhancing the customer experience.

Net Promoter Score (NPS) is a powerful loyalty metric, but without context or follow-up, it becomes a missed opportunity rather than a meaningful signal. Voiso enhances NPS by linking scores to real-time sentiment analysis, call transcripts, and automated workflows that drive immediate action across channels. By segmenting feedback and responding quickly, especially to passives and detractors, contact centers can turn static scores into proactive strategies that reduce churn and build long-term advocacy.

Customer Satisfaction Score (CSAT) is a real-time metric that captures how satisfied customers feel after specific interactions, offering valuable insight into service performance. When collected and analyzed effectively, especially through automation and CRM integration, CSAT becomes a powerful tool for driving improvements in loyalty, efficiency, and revenue. Voiso simplifies CSAT tracking with automated surveys, AI-powered sentiment analysis, and real-time dashboards that turn customer feedback into actionable change.

Reducing Average Handle Time (AHT) can significantly cut contact center costs, but optimizing it without sacrificing service quality requires a balanced approach. Accurate AHT tracking must include talk time, hold time, and after-call work across all channels, something Voiso’s platform enables through unified reporting and real-time analytics. By combining smart routing, AI-powered agent support, and performance metrics like CSAT and FCR, contact centers can improve efficiency without compromising the customer experience.

Most contact centers still track cost per call as a flat average, ignoring critical variables like call complexity, resolution effort, and agent tier, which leads to misleading conclusions and inefficient decisions. Real savings come from targeting hidden cost drivers like wasted agent time, repeated calls, and fragmented workflows, areas Voiso solves with AI-powered AMD, smart automation, and CRM-embedded operations. By shifting from cost-per-minute to cost-per-resolution and leveraging tools like SMS follow-ups and omnichannel dashboards, high-performing teams reduce costs without sacrificing quality or customer satisfaction.

Call quality impacts more than just agent scorecards, it directly affects customer satisfaction, retention, and revenue. Traditional scoring models often fail to reflect real performance, while AI-driven analytics offer deeper insight into sentiment, resolution success, and compliance. Businesses that embrace real-time coaching and smarter scoring not only reduce repeat calls but also turn every conversation into a competitive advantage.

Revenue Per Call (RPC) is a key metric that measures the income generated per customer interaction, offering a clear view of how effectively contact centers turn conversations into revenue. High RPC is driven by strong conversion rates, upsells, deal size, and efficient call handling, especially when powered by AI tools for real-time analytics, sentiment detection, and lead scoring. By optimizing agent scripts, targeting high-intent leads, and leveraging automation, businesses can significantly increase RPC without increasing call volume.

Lead response time is one of the most powerful drivers of sales performance, responding within 5 minutes can increase conversion rates by up to 100x compared to a 30-minute delay. Despite this, many businesses rely on manual workflows and average response times over 42 hours, leading to missed revenue and eroded trust. By automating lead routing, enabling mobile access, and using AI tools like Voiso’s speech analytics and SMS follow-ups, contact centers can respond instantly and convert more leads, faster.

In the early days of outbound calling, the promise of predictive dialing transformed how businesses reached customers. Yet, this innovation introduced a problem that continues to haunt the industry: nuisance calls, when a customer answers, but no agent is available to speak with them. The result? Frustration, wasted time, and eroded trust. Nuisance calls don’t […]

Call centers with high volumes of calls can be highly stressful environments for agents. In fact, 87% of agents report high stress levels, and over 50% face daily burnout, sleep issues, and emotional exhaustion. This is what drives turnover rates as high as 30%, with each replacement costing organizations around $10,000. Addressing burnout means getting […]

The call center industry is fast-paced, highly competitive and dependent upon efficiency. Every second wasted on an unanswered call translates to lost time, money and productivity.

Contact centers are at the forefront of business-customer interactions, for both customer service and outbound sales. They’re instrumental in building the brand’s reputation, and improving customer loyalty and retention.

Interactive Voice Response (IVR) systems manage the crucial first interaction with customers in call centers. With advancements in AI, omni-channel communication, and data integration, IVR solutions now include dynamic, AI-powered, and multi-language options, among others, ensuring personalized experiences, operational efficiency, and seamless CRM integration to meet evolving business needs.

Explore the essential features of modern ACD systems that optimize workflows, boost productivity, and improve customer experiences.

Explore the key roles of ANI and DNIS in telecommunication: ensure accurate call routing, streamline operations, and enhance customer experience.

Phone number masking is revolutionizing data privacy in contact centers by anonymizing communication through proxy numbers. This advanced technology not only ensures compliance with stringent regulations like GDPR and HIPAA but also fosters customer trust by safeguarding sensitive information. Explore its benefits, applications, and the technology behind this essential privacy measure.

Managing time zones in global call centers isn’t just a matter of scheduling; it’s a critical operational challenge that can directly impact both customer satisfaction and agent performance.  According to the U.S. Call Center Industry Report, call centers experience high annual turnover rates of up to 33%, with absenteeism averaging 6% per day​. One key […]

The global market for IVR systems is set to nearly double by 2030, as 81% of customers now prefer self-service over live agents—making multi-level IVR a must-have for businesses to handle rising call volumes and deliver fast, personalized support.