As of March 2024, the average hourly pay for a call center agent in the US is $17.75 per hour, according to Indeed. This amounts to a total yearly salary of about $38,000 for a full-time position.

Excessive call center queuing leads to abandoned calls, poor customer experience, and can even impact sales and loyalty. If your call center is plagued by high queue times, it’s crucial to ...

In letters sent last week to state Medicaid agencies, CMS raised concerns that long call center wait times and high abandonment rates “are impeding equitable access to assistance and the ability ...

However, the CMS is working to reduce the importance of those call center scores, according to Seshamani’s comments. The changes were finalized in an April 2023 rule, to go into effect for the ...