Abandon Call, Abandon rate, Accountability and Document

8 Contact Center KPIs Add to your Management Tool Box

SharpenCX

JUNE 23, 2021

A fresh take on this metric is to instead measure the percentage of your agent’s interactions that don’t require a customer to call back within a given time frame, like one, two or three days. We call this Active Contact Resolution, or ACR. When measuring FCR, that means the second agent to answer the call is doomed from the start.

Contact Center

Contact Center Abandon rate Management Metrics

21 Call Center KPIs for Complete Performance Visibility

Babelforce

JULY 29, 2021

3 Call abandonment rate. Callers tend to abandon the queue when they have to wait for too long. Keep track of how often this happens by measuring your call abandonment rate – that’s the percentage of callers who quit while waiting. This work often consists of data entry or sending documents.

Call Center

Call Center Abandon rate Contact Center Agent burnout

Customer Contact Central

8 Contact Center KPIs Add to your Management Tool Box

21 Call Center KPIs for Complete Performance Visibility

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