Abandon rate Benchmark First call resolution Time management 
NobelBiz
MARCH 5, 2024
Transfer Rate : A lower transfer rate suggests that agents are well-equipped to handle a wide array of customer issues, promoting first-call resolution and enhancing customer satisfaction. This ensures you have a balanced view of both outcomes and processes.
JustCall
MAY 14, 2024
Higher average wait time (AWT) almost always leads to higher abandonment rates and lower CSAT scores. So why does AWT go up at call centers? Find and fill operational gaps Sometimes, high wait times aren’t a result of inadequate staffing but inadequate skills and/or time management.
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