Abandon rate Chatbots First call resolution Time management 
JustCall
MAY 14, 2024
Higher average wait time (AWT) almost always leads to higher abandonment rates and lower CSAT scores. So why does AWT go up at call centers? Find and fill operational gaps Sometimes, high wait times aren’t a result of inadequate staffing but inadequate skills and/or time management.
Hodusoft
FEBRUARY 29, 2024
High Call Volume In call centers, call volume is a metric used to measure the number of inbound calls in a specific period. MSP call centers often handle a large volume of calls. Especially during peak times. Managing call volume can be challenging while maintaining service quality.
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