KPIs for call centers: 8 critical metrics to track
Global Response
MARCH 1, 2022
Customer satisfaction is one of the most important goals for a call center, and an important metric to track. Customers frequently will be asked to rate their experience on a scale of 1-5, 1-10 or on a simple binary scale. That’s why it’s important to measure this as an average across all calls. Average abandonment rate.
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