Remove 2017 Remove Abandon rate Remove Caller satisfaction Remove Customer Service
article thumbnail

Inbound KPI Metrics to Monitor for Operational Efficiency

Calltools

Are you providing the level of service your customers deserve? 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?

Metrics 52