Abandon rate Average Handle Time Schedule adherence 
Outsource Consultants
JANUARY 27, 2025
Five key KPIs help optimize efficiency: Average Handle Time (AHT) , Service Level , Abandonment Rate , Occupancy Rate , and Average Speed of Answer (ASA). Offer callback options to reduce customer wait times. Optimize staffing during peak hours with AI-driven scheduling.
Playvox
NOVEMBER 1, 2022
According to a 2021 survey by ICMI , the top 10 metrics for employee performance in service centers are: Customer Satisfaction Agent Productivity Accuracy Average Handle Time Average Speed of Answer Quality Score Abandonment Rate Schedule Adherence Service Level Average Response Time.
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Calabrio
MARCH 22, 2025
Add flexibility with self-scheduling Empower agents with the ability to manage their schedules, promoting better work-life balance and increasing job satisfaction. Transfer Rate: The percentage of calls transferred to another agent or department. Abandon Rate: The percentage of callers who hang up before speaking to an agent.
Monet Software
JULY 30, 2019
You might want to look at Average Speed to Answer (ASA) and Abandonment Rate (AR) along with SLAs. Abandonment Rate: Abandon rate represents the percentage of calls that are dropped by customers before they speak to an agent. Tip: Long hold times are usually the root cause of high abandon rates.
Fonolo
DECEMBER 9, 2021
Average speed to answer (ASA). The average time it takes for a customer to get through to an agent. Abandon rate. Average handle time (AHT). The average amount of time it takes for an agent to resolve a call. Average hold time. Customer satisfaction ratings.
Global Response
DECEMBER 2, 2022
Abandon rate. The inverse of the answer rate. Abandon rate = calls abandoned ÷ (calls abandoned + calls answered). Average handle time (AHT) measures the average length of interaction, including hold time, talk time, and after-call work. Average handle time.
Pointillist
JANUARY 25, 2019
Average Call Abandonment Rate If customers are waiting on hold too long, they are likely to abandon calls. Abandoning a call can cause immense frustration for customers and make them lose faith in your company. Abandoning a call can cause immense frustration for customers and make them lose faith in your company.
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