Abandon rate Call center experience Customer effort outsourcing 
Global Response
MARCH 1, 2022
When it comes to KPIs for your call center, one thing is for sure: less is more. After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring. Example #1: Call center KPIs for a retail business.
Quality Contact Solutions
MARCH 22, 2021
Other KPIs to consider, but may not be your number one wildly important goal are: abandon rates, the average time to answer, total handle time, cost per call, customer effort scores, etc. Industry standards for FCR typically fall between 70-75%, depending on your specific application.
Expert insights. Personalized for you.
62 
Let's personalize your content