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Remove 2017 Remove Abandon rate Remove Caller satisfaction Related Topics
First call resolution call center software Average Handle Time Service level Wait times Interactive Voice Response Customer retention Metrics Surveys Accountability More Related Topics >
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Inbound KPI Metrics to Monitor for Operational Efficiency

Calltools

JUNE 9, 2021

According to a 2017 Microsoft report , 97% of global consumers say that customer service experiences affect their brand loyalty and buying decisions. Abandonment Rate. How many callers hang up before an agent picks up or solves an issue? This is known as the abandonment rate. Handle Time.

Metrics 52
Metrics Abandon rate First call resolution Average Handle Time 52
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