21 Call Center KPIs for Complete Performance Visibility
Babelforce
JULY 29, 2021
But going too far will worsen the customer experience. #3 3 Call abandonment rate. Callers tend to abandon the queue when they have to wait for too long. Keep track of how often this happens by measuring your call abandonment rate – that’s the percentage of callers who quit while waiting. 14 Cost per call.
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