Talkdesk

FEBRUARY 25, 2020

In a B2C scenario, with relatively short talk times, agents can go from an average of four contacts an hour manually dialing to 16 or more using a predictive dialer. For illustrative purposes, the graphic below depicts an example of a B2C connect (hit) rates during a day – in this case, calling landlines not mobile numbers.

Abandon rate 52

Abandon rate Telemarketing B2C Finance 52

Quality Contact Solutions

MAY 4, 2021

Consider metrics such as average speed of answer, abandon rate, utilization, talk times, first call resolution, etc. Tina has over 25 years of call center experience with both inbound and outbound B2B and B2C programs. It is also worth noting that it’s best to compare the formulas that make up each metric.

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

Quality Contact Solutions

DECEMBER 31, 1969

Abandon Rate : The percentage of inbound phone calls that abandon before speaking with the call center agent. Throughout her career, Kelli has worked on both inbound and outbound B2B and B2C programs. Inbound Call Center Metrics That Drive Customer Satisfaction.

Call Center 40

Call Center Metrics First call resolution Schedule adherence 40