article thumbnail

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. High levels could mean your inbound calls are experiencing too high of wait times or your agents aren’t resolving issues fast enough. Service Level. Handle Time.

Metrics 52
article thumbnail

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

Dialer 360

As well as set value purpose, enhance efficiency and boost service level. The study showed an 89% abandonment rate of customers on customer service. Besides, the industry as it is directly related to caller satisfaction. This is towards meeting strategies purpose and performance targets.