Abandon Call, Feedback, Schedule adherence and Wait times

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

Metrics Call Center Schedule adherence Abandon Call

The Definitive List of 27 Call Center Metrics and KPIs

Pointillist

JANUARY 25, 2019

This is because most CX practitioners believe that using the two highest values on feedback surveys is the most accurate predictor of customer retention. Call Initiation Metrics and KPIs Customers’ initial contact with a call center has a strong influence on customer perceptions.

Call Center

Call Center Metrics Abandon rate Average Handle Time

Customer Contact Central

Top Metrics that Measure Inbound Call Center Performance

The Definitive List of 27 Call Center Metrics and KPIs

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