Abandon rate Call Center call center workforce Schedule adherence 
Global Response
DECEMBER 2, 2022
Call center KPIs are chosen to measure progress toward the goals of each brand, and selection is customized to fit each unique set of objectives. Abandon rate. The inverse of the answer rate. Abandon rate = calls abandoned ÷ (calls abandoned + calls answered).
Playvox
JUNE 22, 2023
Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. What Are Call Center Efficiency Metrics? Is your call center prepared?
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