Abandon rate Accountability First call resolution Schedule adherence 
Fonolo
DECEMBER 9, 2021
Also, holding people accountable for their own growth helps to keep agents feeling engaged throughout the process. First call resolution (FCR). The percentage of customers who end up calling the contact center more than once to resolve their issue. Abandon rate. Customer satisfaction ratings.
OctopusTech
MARCH 1, 2023
Product and tech support Customers call for help to solve a wide array of issues, from returning damaged products or changing account information and passwords to complaining about product malfunctions. Invest in your supervisors When inbound call centers are treated like cost centers, they typically run on very tight budgets.
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