Average Handle Time, contact center solutions, Quality management and Technical Support

KPIs for call centers: 8 critical metrics to track

Global Response

MARCH 1, 2022

Are you looking to make sure call center agents are equipped to handle each call as efficiently as possible? Then you may want to look at average handle time and first contact resolution. In this situation, the best KPIs to track would include average handle time and FCR (first call resolution).

Call Center

Call Center Metrics Average Handle Time Abandon rate

Improve call center customer experience

Global Response

MARCH 18, 2022

Quantitative data could include average time in queue, average handle time, transfer rate, speed of answer and so on. Which metrics should I track to improve call center customer service? All of these metrics correlate to customer satisfaction, retention and loyalty.

Call Center

Call Center Customer Experience Abandon rate Average Handle Time

Customer Contact Central

KPIs for call centers: 8 critical metrics to track

Improve call center customer experience

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