KPIs for call centers: 8 critical metrics to track
Global Response
MARCH 1, 2022
Speed of answer (sometimes called “average time to answer”) measures the amount of time between when an inbound call is received and when it is answered by an agent. Industry standard for this metric is 80/30, which means answering 80% of calls within 30 seconds. How to use CSAT to improve call center experience.
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