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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. Slow answering can lead to a high call abandonment rate or low customer satisfaction.

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

Dialer 360

The study showed an 89% abandonment rate of customers on customer service. Besides, the industry as it is directly related to caller satisfaction. Thus, customer satisfaction is a KPI which may be acquired from many different. Usually, the contact center typically arrives at customer satisfaction score steering.