Abandon rate Benchmark Construction First call resolution 
Hodusoft
AUGUST 2, 2023
Performance evaluation Calculating cost per call can help you in determining the efficiency and effectiveness of your contact center operations. By comparing the cost per call against industry benchmarks, you can measure your performance and identify areas for improvement.
Balto
NOVEMBER 28, 2023
Understanding Quality Assurance in Call Centers Metrics and Standards in Quality Measurement If you really want to dig into what’s causing your customers to be dissatisfied, you need to calculate the key metrics that help you measure different aspects of your customer interactions.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
aircall
DECEMBER 16, 2016
While this can mean quantitative improvement, such as taking more calls, fielding more support issues, or closing more sales, you could also concern yourself with qualitative improvement. For instance: First call resolution is an indicator of the ease with which callers obtain a solution to an issue. Stay in the loop.
aircall
DECEMBER 16, 2016
While this can mean quantitative improvement, such as taking more calls, fielding more support issues, or closing more sales, you could also concern yourself with qualitative improvement. For instance: First call resolution is an indicator of the ease with which callers obtain a solution to an issue. Stay in the loop.
aircall
DECEMBER 16, 2016
While this can mean quantitative improvement, such as taking more calls, fielding more support issues, or closing more sales, you could also concern yourself with qualitative improvement. For instance: First call resolution is an indicator of the ease with which callers obtain a solution to an issue. Stay in the loop.
Expert insights. Personalized for you.
52 
Let's personalize your content