Fonolo

AUGUST 12, 2021

As a call center, you have many metrics and KPIs available to measure agent productivity. Here are a few: Call abandonment rate. Call abandonment occurs when a customer hangs up before an agent answers the phone. Call abandonment often occurs because customers become frustrated with long wait times.

Call Center 148

Call Center Abandon rate Average Handle Time Construction 148

Fonolo

MAY 16, 2023

First call resolution rate: The percentage of calls that are resolved on the first call. Average speed of answer: The average time it takes for an agent to answer a call. Abandonment rate: The percentage of calls that are abandoned by customers before speaking to an agent.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

Fonolo

JANUARY 31, 2024

But asking the powerful generative pre-trained transformer a question won’t save a single abandoned call. But what if you integrated the powerful AI-driven chatbot with your customer-facing self-service to quickly route calls to the correct agent? So, how do you reduce abandonment rates in today’s contact center?

Abandon rate 81

Abandon rate Abandon Call Contact Center Interactive Voice Response 81