Abandon Call Abandon rate Contact Center Schedule adherence 
Global Response
DECEMBER 2, 2022
Call center KPIs are chosen to measure progress toward the goals of each brand, and selection is customized to fit each unique set of objectives. There are KPIs that may be considered basic to the contact center. Abandon rate. The inverse of the answer rate. They should be timely and actionable.
Pointillist
JANUARY 25, 2019
The second approach produces a more accurate FCR since it excludes repeat calls. Both are used in contact centers, so you must choose the right approach that works for your team and make sure everyone understands your FCR parameters. This can help drive down other critical metrics—including response times and abandonment rates.
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