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Inbound KPI Metrics to Monitor for Operational Efficiency


Abandonment Rate. How many callers hang up before an agent picks up or solves an issue? This is known as the abandonment rate. Reduce your inbound call abandonment rate to increase customer retention. Start measuring this KPI after a customer leaves your IVR and wait until they’re greeted by an agent.

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9 Successful Tips Of Customer Service Agent Key Performance Indicators (KPIS)

Dialer 360

Usually, it doesn’t include the time and taking to navigate with the IVR system. As well as the degree of the accessibility to their callers. The study showed an 89% abandonment rate of customers on customer service. Besides, the industry as it is directly related to caller satisfaction. Average Handle Time.