21 Call Center KPIs for Complete Performance Visibility
Babelforce
JULY 29, 2021
A standard version of service level is 80% of calls answered within 20 seconds. When calculating service level, you must decide whether or not to include abandoned calls. #5 FCR is the percentage of calls or contacts you resolve without needing a follow-up. 14 Cost per call. 5 First contact resolution (FCR).
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