22 Call Centre Metrics & KPIs to Measure Your Customer Service Efforts
Select VoiceCom Blog
NOVEMBER 17, 2022
KPIs in this category include wait time, when you resolved the issue, and the like. First response time (FRT) FRT measures a customer’s wait time before getting in touch with an agent. A lower FRT rate means customers wait for less, contributing to a more positive customer experience.
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