Abandon rate Benchmark call center workforce Service level 
Global Response
DECEMBER 2, 2022
Basic KPIs There are many KPIs, but some of the most commonly used customer service metrics follow. Abandon rate. The inverse of the answer rate. Abandon rate = calls abandoned รท (calls abandoned + calls answered). Service level (SLA) sets benchmarks for future performance.
JustCall
JANUARY 19, 2023
With the help of contact center optimization, the business manages its regular call center operations and improves employee engagement. It also manages the hiring and training of employees, call center workforce scheduling and better customer interaction.
Playvox
JUNE 22, 2023
Call center efficiency metrics are the collection of data used to measure and gauge the effectiveness and efficiency of call centers and contact center agents. Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain call center and agent efficiencies.
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