What Metrics Matter Most For An Inbound Call Center?
Quality Contact Solutions
DECEMBER 31, 1969
Abandon Rate : The percentage of inbound phone calls that abandon before speaking with the call center agent. There are many other metrics such as Average Handle Time (AHT), Schedule Adherence, Attrition, Cost per Contact, and Average Wait Time (AWT). Inbound Call Center Metrics That Drive Customer Satisfaction.
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