Remove Abandon rate Remove call center solutions Remove Schedule adherence Remove Wait times
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A Beginner’s Guide On An Effective Inbound Call Strategy

OctopusTech

Every inbound call center will have unique priorities, but here are some examples of metrics that are usually dashboard-worthy: Average handle times Abandon rate Average wait time Service levels First call resolution Schedule adherence Customer satisfaction Forecast accuracy Net Promoter Score Quality scores 4.

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What is Call Center Management? Need, Metrics, and Best Practices

Hodusoft

This metric gives a detailed analysis of the utilized time by the agents across their shifts. It is an excellent indicator to track the agent’s performance and monitor their schedule adherence. The ideal agent utilization rate varies across industries and call types.