Abandon rate Call center experience Metrics Telemarketing 
Quality Contact Solutions
MARCH 22, 2021
Goal setting plays an integral role in determining how to implement an inbound call center program successfully. Goal setting & metrics for the inbound call center. Is it first call resolution %, service level %, the average time to answer, etc.? Key metrics.
Quality Contact Solutions
MAY 4, 2021
KPI’s – Know what key performance indicators are essential to the program’s success and be sure the prospective inbound call center outsourcing partner understands and can measure them. Consider metrics such as average speed of answer, abandon rate, utilization, talk times, first call resolution, etc.
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