Abandon rate Average Handle Time Construction Self service 
Fonolo
AUGUST 12, 2021
Here are a few: Call abandonment rate. Call abandonment occurs when a customer hangs up before an agent answers the phone. For example, if 20 calls to a contact center out of 200 are hang-ups, the abandonment rate is 10%. Call abandonment often occurs because customers become frustrated with long wait times.
Fonolo
MAY 16, 2023
First call resolution rate: The percentage of calls that are resolved on the first call. Average speed of answer: The average time it takes for an agent to answer a call. Abandonment rate: The percentage of calls that are abandoned by customers before speaking to an agent.
Hodusoft
AUGUST 2, 2023
Monitor your calls Real-time call monitoring is one of the best tools when it comes to keeping call costs down. You must monitor calls regularly and provide constructive feedback to your agents so that they can focus on their call quality and improve it.
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