Quality Contact Solutions
MARCH 22, 2021
Industry standards for FCR typically fall between 70-75%, depending on your specific application. Other KPIs to consider, but may not be your number one wildly important goal are: abandon rates, the average time to answer, total handle time, cost per call, customer effort scores, etc.
Hodusoft
APRIL 5, 2023
Ignoring that will lead to a lot of major problems starting from underperformance, high employee turnover rate, unenthusiastic workforce, and longer training periods. To prevent that you must handpick the right candidates and retain them for as long as possible by paying industry-standard wages.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
JustCall
MARCH 9, 2023
30+ KPIs for Contact Centers You can get a good idea of how well your contact center is working through the following contact center metrics that cover everything from operations, performance, and inception to customer experience. Let’s dive straight into the 30+ best contact center metrics industry standards.
Global Response
MARCH 1, 2022
Handle time, CSAT, FCR, abandonment rate—the list is nearly endless. In order to drive loyalty and increase sales, this consumer services brand wants to focus on improving their customer service experience. Ensuring you are accessible and available whenever customers need help is an essential part of good customer service.
Call Experts
JULY 27, 2023
These centralized hubs of customer interactions are vital in delivering exceptional customer experiences, improving operational efficiency, and fostering long-term growth. Important metrics that you want to make sure you understand include time to answer, abandonment rates, and uptime.
Expert insights. Personalized for you.
98 
Let's personalize your content