CrazyCall

AUGUST 8, 2019

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. Occupancy Rate. Contact Rate.

Call Center 52

Call Center Metrics Abandon rate Management 52

Comm100

MARCH 28, 2018

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. Hold Time: Time used up when customers are on hold.

Metrics 46

Metrics Customer Service Abandon rate Surveys 46

SharpenCX

FEBRUARY 10, 2021

Interaction data is the thousands of metrics associated with each conversation between your customers and your agents. Your hold times, your service levels, and your abandon rates all fall into this category. It helps you identify trends and patterns beyond your traditional call center metrics.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76