TOP 20 Call Center Metrics Managers Can’t Ignore (FREE EBOOK)


In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Inbound call center metrics: Inbound Call Volume. Call Abandonment Rate.

Scheduled Call-Backs Are a Call Center Superpower


Spikey” traffic degrades the customer experience and drags down key performance metrics. That drives up the abandonment rate, as callers get tired of waiting on hold. If you want a quantitative example of this, download our free eBook The ROI of Call-Backs for Your Call Center.

Customer Service KPIs, Metrics and More: How to Build an Effective Reporting System


The success of a customer support team is heavily reliant on customer service reports, metrics and KPIs. Abandon Rate: Percentage of contacts that are lost before they can be answered. Transfer Rate: Percentage of contacts that have to be transferred to another agent.

Survey Shows Growing Popularity of Call-Backs Among BPOs


The answer, “To improve call center metrics” scored fairly low (only 35%). That tells me more education is needed in the market because call-backs certainly improve metrics like abandon rate, as shown by the case studies below. What’s Inside: Lower Abandon Rate.

The Top 5 Emerging B2B Customer Support KPIs


Some of the more traditional customer support KPIs – like abandonment rate and first response time – are classic KPIs borrowed from departments like sales that aren’t always a natural fit. This metric is also very valuable for staffing and recruiting as some companies do have seasonal volume fluctuations. Click here to download our eBook on the influence of reporting and metrics in B2B customer support!

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Mostly Positive Earnings Reports for Cloud Call Center Companies


Second, “Pulse” provides bots that monitor critical call center metrics in real time and provide alerts to stakeholders via Glip. eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how call-backs can deliver concrete ROI. It’s earnings time.