Top Call Center Metrics and How to Use Them to Thrive in a Data-Driven World
Monet Software
JULY 30, 2019
You might want to look at Average Speed to Answer (ASA) and Abandonment Rate (AR) along with SLAs. Abandonment Rate: Abandon rate represents the percentage of calls that are dropped by customers before they speak to an agent. Tip: Long hold times are usually the root cause of high abandon rates.
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