Abandon Call, Industry, Interactive Voice Response and Schedule adherence

KPI 101: Call Center Workforce Management Metrics

Global Response

DECEMBER 2, 2022

But each account customizes the metrics to its specific situation, which may differ by product category, industry, sales strategy or any number of factors. An account with social media support, for instance, may rely on a metric such as average response time, while social media monitoring might use one such as the number of brand mentions.

call center workforce

call center workforce Metrics Call Center Management

The Definitive List of 27 Call Center Metrics and KPIs

Pointillist

JANUARY 25, 2019

According to industry analyst firm CEB, customer satisfaction really suffers after high-effort or time-intensive interactions. Also, you can also assess whether call lengths are excessive and causing unwanted busy tones for customers. Many find an adherence rate of 80% to be a good target.

Call Center

Call Center Metrics Abandon rate Average Handle Time

Customer Contact Central

KPI 101: Call Center Workforce Management Metrics

The Definitive List of 27 Call Center Metrics and KPIs

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