Abandon rate call center workforce Schedule adherence Service level 
Global Response
DECEMBER 2, 2022
Basic KPIs There are many KPIs, but some of the most commonly used customer service metrics follow. Abandon rate. The inverse of the answer rate. Abandon rate = calls abandoned รท (calls abandoned + calls answered). Service level (SLA) sets benchmarks for future performance.
Playvox
JUNE 22, 2023
Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain call center and agent efficiencies. Related Article: Call Center Workforce Management Metrics: How To Measure And Improve Performance Here is our comprehensive guide to the essential call center efficiency metrics.
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