Remove Abandon rate Remove Average Handle Time Remove CRM Remove Omni-channel support
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7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift

Hodusoft

Long Wait Times and High Abandonment Rates One of the most noticeable red flags is extended wait times for customers and high abandonment rates. For MSPs, the acceptable abandonment rate is between five and eight percent. Prioritize selecting routing configurations.

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Call Center Management: Challenges, Strategies, Tips, and Best Practices

Hodusoft

The channels typically comprise: Phone calls Emails Live chat Social media platforms SMS/text messaging Video calls 4. Average Handle Time (AHT) Average Handle Time refers to the average time spent by agents to handle or manage a call from start to end.