How to Improve Call Center Agent Productivity
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. For example, if 20 calls to a contact center out of 200 are hang-ups, the abandonment rate is 10%.
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