Remove Abandon rate Remove Average Handle Time Remove Caller satisfaction Remove Service level
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Inbound KPI Metrics to Monitor for Operational Efficiency


Abandonment Rate. How many callers hang up before an agent picks up or solves an issue? This is known as the abandonment rate. High levels could mean your inbound calls are experiencing too high of wait times or your agents aren’t resolving issues fast enough. Handle Time. Service Level.

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9 Successful Tips Of Customer Service Agent Key Performance Indicators (KPIS)

Dialer 360

As well as set value purpose, enhance efficiency and boost service level. Usually the length of time and take to answer a call makes a difference. The study showed an 89% abandonment rate of customers on customer service. Average Handle Time. Average Call Work Time.