Abandon rate Customer retention Schedule adherence Wait times 
Playvox
JUNE 22, 2023
Average Time To Abandonment (ATA) This is the average length of time in the queue that a caller waits in before they abandon their call , sometimes referred to as average patience or average call abandonment rate. Want to learn more about key call center efficiency metrics?
Pointillist
JANUARY 25, 2019
This is because most CX practitioners believe that using the two highest values on feedback surveys is the most accurate predictor of customer retention. Call Initiation Metrics and KPIs Customers’ initial contact with a call center has a strong influence on customer perceptions.
Expert insights. Personalized for you.
52 
Let's personalize your content