Abandon rate Calibration Sales Service level 
Taylor Reach Group
JANUARY 11, 2018
The CCO’s employ forecasts which are matched to the contractual KPI’s, most commonly, Service Level (the percentage of contacts answered within a specified time-period, which often varies by channel), Average Handle Time and Abandon rate. Internally the quality assessors can calibrate between themselves.
Quality Contact Solutions
MAY 4, 2021
Is it a sales call, customer service, or a technical support call? Consider metrics such as average speed of answer, abandon rate, utilization, talk times, first call resolution, etc. Regularly held calibration sessions between the client and the outsourcer are essential, especially at the beginning of the partnership.
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