Remove Abandon rate Remove Average Handle Time Remove B2C Remove Wait times
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What Metrics Matter Most For An Inbound Call Center?

Quality Contact Solutions

Average Speed of Answer (ASA) : This metric calculates the amount of time it takes to answer a call once the call has been routed to the call center. Abandon Rate : The percentage of inbound phone calls that abandon before speaking with the call center agent.

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TOP 20 Call Center Metrics Managers Can’t Ignore (FREE EBOOK)

CrazyCall

Call Abandonment Rate. Average Waiting Time. Occupancy Rate. Average handling time. Transfer rate. Contact Rate. Call Abandonment Rate. What does call center abandonment rate calculation look like? Average Waiting Time.