Remove Abandon Call Remove Customer effort Remove Knowledge Base Remove Wait times
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Top Metrics that Measure Inbound Call Center Performance

Tenfold - Contact Center Blog

It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customer calls. Simply put, it’s getting it right the first time and reducing customer effort. A 2016 survey by Call Center Helper shared that 62.7%

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Call Center Metrics: Examples, Tips & Best Practices


These types of call centers help to maintain customer relationships and cultivate brand loyalty among consumers. Following are a few metrics that matter for inbound call centers: Abandoned Call Rate. Average Handle Time. Consider the time customers spend on hold carefully.