OctopusTech

MARCH 1, 2023

Every inbound call center will have unique priorities, but here are some examples of metrics that are usually dashboard-worthy: Average handle times Abandon rate Average wait time Service levels First call resolution Schedule adherence Customer satisfaction Forecast accuracy Net Promoter Score Quality scores 4.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Hodusoft

DECEMBER 28, 2022

Let’s unwrap some useful call center metrics that provide deep insights about consumer interaction and can be leveraged by businesses to improve CX. It is an excellent way to assess call center operations and agent effectiveness. The ideal agent utilization rate varies across industries and call types.

Best practices 52

Best practices Call Center Metrics call center software 52

JustCall

MARCH 9, 2023

Call Abandonment Rate The call abandonment rate is the rate at which your customers drop out of the call waiting queue and abandon the service call. It can be obtained by dividing the difference between incoming calls and handled calls by the total calls received.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52

Pointillist

JANUARY 25, 2019

If it’s higher than expected, you may need to evaluate whether you have an adequate system for receiving incoming calls. Also, you can also assess whether call lengths are excessive and causing unwanted busy tones for customers. Average Call Abandonment Rate If customers are waiting on hold too long, they are likely to abandon calls.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75