Abandon rate, Customer effort, First call resolution and Schedule adherence

A Beginner’s Guide On An Effective Inbound Call Strategy

OctopusTech

MARCH 1, 2023

Additionally, organizations should regularly seek customer opinions about call center experiences by administering surveys that measure: Net Promoter Score (NPS) Customer satisfaction (CSAT) Customer effort score (CES) 2.

Interactive Voice Response

Interactive Voice Response Call Center Gamification Schedule adherence

30+ Contact Center Metrics to Measure Your Business Success

JustCall

MARCH 9, 2023

Call Abandonment Rate The call abandonment rate is the rate at which your customers drop out of the call waiting queue and abandon the service call. It can be obtained by dividing the difference between incoming calls and handled calls by the total calls received.

Contact Center

Contact Center Metrics Abandon rate Average Handle Time

The Definitive List of 27 Call Center Metrics and KPIs

Pointillist

JANUARY 25, 2019

Customers respond using a 0-10 rating scale, with responses grouped into three categories: Promoters (9-10) Passives (7-8) Detractors (0-6) (Read more about NPS: How to Calculate NPS Using Journey Analytics ) Customer Effort Score (CES) Like NPS, customer effort score (CES) uses a single question to gauge customer satisfaction.

Call Center

Call Center Metrics Abandon rate Average Handle Time

Customer Contact Central

A Beginner’s Guide On An Effective Inbound Call Strategy

30+ Contact Center Metrics to Measure Your Business Success

The Definitive List of 27 Call Center Metrics and KPIs

Stay Connected