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Schedule adherence First call resolution Wait times Telemarketing Service level Morale Metrics Employee engagement Interactive Voice Response Call Center More Related Topics >
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Call Center Optimization: 5 Methods to Improve Your Operation

Fonolo

AUGUST 17, 2021

Evaluate metrics like first-call resolution , customer satisfaction score, abandonment rate, and average handle time to measure performance, and compare them to your competitors. From seminars and videos to group training and one-on-one coaching sessions, there is no excuse to slack on agent training.

Call Center 156
Call Center Abandon rate Average Handle Time First call resolution 156
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What Metrics Matter Most For An Inbound Call Center?

Quality Contact Solutions

DECEMBER 31, 1969

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.

Call Center 40
Call Center Metrics First call resolution Schedule adherence 40
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