TeleDirect

AUGUST 10, 2022

Given its important role, it stands to reason that measuring your brand’s call center metrics isn’t just a helpful practice—it’s essential. At TeleDirect, we’ve been working in the call center outsourcing industry for two decades. We’re experts—and today, we’ve written you a primer on call center performance metrics.

Call Center 62

Call Center Metrics First call resolution industry standards 62

Calltools

AUGUST 19, 2020

This data allows them to bolster those areas to meet or even surpass industry standard call center KPI benchmarks, which is essential for your brand’s reputation. Your customer service efforts include all of the above call center KPI benchmarks and also some intangibles such as agent attitude.

Benchmark 52

Benchmark Call Center Abandon rate Interactive Voice Response 52

Fonolo

FEBRUARY 9, 2023

Whatever the story is, clearly we need to approach this “standard” with skepticism. In one report by Call Center Helper, researchers asked participants to rank the importance of different metrics in their operation. TIP: A great way to reduce — or even eliminate — abandoned calls is to replace hold times with a call-back solution!

Service level 142

Service level Call Center Abandon rate Metrics 142

Fonolo

JUNE 9, 2014

Whatever the story is, clearly we need to approach this “standard” with skepticism. Handpicked related content: The Golden Rules of Call Center SLAs. The ’80/20 Rule’ is Just an Arbitrary Industry Standard. Here’s a great case study on a company that reduced abandonment rate: First Service Credit Union.

Service level 96

Service level Call Center Abandon rate Metrics 96