Remove Abandon Call Remove Call Logging Remove First call resolution Remove Service level
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Top Metrics that Measure Inbound Call Center Performance

Tenfold - Contact Center Blog

Service Level. A vendor signs a contract or Service Level Agreement (SLA) with a client to seal the deal. The Service Level KPI measures the organization’s alignment with the goals and targets within the SLA. A 2016 survey by Call Center Helper shared that 62.7% Abandoned Call Rate.

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