15 Crucial Call Center Metrics and KPIs You Need to Know
Expivia
APRIL 29, 2021
The industry standard for service level is 80/30, where 80% of the calls are answered in 30 seconds or less. If you keep the 80/30 industry standard, this shouldn’t be much more either. When looking at outbound calls, these KPIs are less about customer care and more about sales metrics. Abandonment Rate.
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