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Abandon Call First call resolution call center software Service level Wait times Average Handle Time Customer effort Best practices Metrics Benchmark More Related Topics >
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Call Center Reporting: The Definitive Guide (Updated)

JustCall

NOVEMBER 23, 2022

Net Promoter Score (NPS) : This KPI focuses on customer satisfaction by measuring aspects that affect the user experience. This includes the likelihood of a customer recommending your products or services to someone else. A high NPS score leads to better customer retention and profitability.

Call Center 52
Call Center Abandon rate Interactive Voice Response Wait times 52
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A Definitive Guide to Call Center Metrics: 17 Call Center KPIs to Track

JustCall

JANUARY 5, 2021

Call Abandonment Rate. The number of callers that hang up before connecting with an agent is a measure of your call abandonment rate. It can be very frustrating for customers to wait before they speak with an agent. Monitor call center traffic regularly to identify the peak activity time.

Call Center 52
Call Center Metrics Abandon rate Average Handle Time 52
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