Talkdesk

MARCH 5, 2018

The post is an examination of a Call Center KPI from Talkdesk’s 2018 Contact Center KPI Benchmarking Report. Customers call contact centers to have an issue resolved. Sometimes those calls are abandoned. Average Abandonment Rate. Measuring Abandonment Rate is only half the battle.

Abandon rate 40

Abandon rate Contact Center Abandon Call Interactive Voice Response 40

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Omnichannel, Cloud-Based Contact Centers.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Calltools

JUNE 9, 2021

Optimize your call center by monitoring and analyzing the right key performance indicators, or KPIs. These indicators help you assess the vital signs of your inbound call performance, but they can also work for your outbound campaigns. For example, your call center may excel in areas that are a weak area for your competitor.

Metrics 52

Metrics Abandon rate First call resolution Average Handle Time 52

Talkdesk

APRIL 11, 2017

Customer experience is a hard thing to measure, so contact centers have historically relied on other KPIs as a proxy: service level, wait time, abandonment rate, etc. With Sentiment, the contact center has a direct KPI for the customer experience and can use that data to drive decision-making and measure success.

Abandon rate 50

Abandon rate Contact Center Surveys Call Center 50

DMG Consulting

DECEMBER 11, 2017

Below are list of KPIs to measure various aspects of a customer service contact center. The top metrics for customer effort are: Average wait time (for each of the channels handled by contact center). Self-service displacement (automation) rate. Call abandonment rate. Number of callbacks.

Contact Center 54

Contact Center Average Handle Time Management Abandon rate 54

Fonolo

SEPTEMBER 4, 2019

When it comes to metrics for tracking call center performance, service level is the undeniable king of the hill. It’s a measure of how quickly calls are answered by agents. The most typical target is “80/20” which means 80% of calls are answered within 20 seconds. It would be great to see how it evolves over time.

Service level 57

Service level Surveys Abandon rate Call Center 57