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Remove Abandon Call Remove Best practices Remove Schedule adherence Related Topics
call center professionals Call Logging Average Handle Time Service level Time management Gamification Coaching Quality management First call resolution call center software More Related Topics >
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Top Metrics that Measure Inbound Call Center Performance

Tenfold - Contact Center Blog

JULY 9, 2018

To calculate for the Service Level, divide the total number of calls answered within the threshold by the total number of calls and the total number of abandoned calls. A 2016 survey by Call Center Helper shared that 62.7% of call center professionals view Service Level as the most essential KPI.

Metrics 78
Metrics Call Center Schedule adherence Abandon Call 78
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Contact Center Metrics, Why Do They Matter?

Taylor Reach Group

AUGUST 23, 2017

Best practice is for management to be transparent regarding what the performance standards are and why they are important. Schedule Adherence. It is a best practice to share these metrics with the Agents. You may have noted that metrics such as Service Level, Calls per day, abandoned calls, occupancy, etc.

Metrics 66
Metrics Contact Center Schedule adherence Coaching 66
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