article thumbnail

KPI 101: Call Center Workforce Management Metrics

Global Response

Abandon rate = calls abandoned รท (calls abandoned + calls answered). The functional state of a Brand Specialist, be it available, on call, after-contact work or other designation. Average handle time (AHT) measures the average length of interaction, including hold time, talk time, and after-call work.

article thumbnail

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 organizationโ€™s alignment with the goals and targets within the SLA. A 2016 survey by Call Center Helper shared that 62.7% Abandoned Call Rate.

Metrics 78
article thumbnail

Contact Center Metrics, Why Do They Matter?

Taylor Reach Group

From the above, we can deduce that high-level (50,000-foot view) reporting is best suited for high-level, big-picture performance metrics such as what is the Service Level, Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) , First Contact Resolution (FCR) or Average Speed of Answer (ASA)across the organization.

Metrics 66