Call center experience, industry standards, Meeting and outsourcing

How to determine your wildly important goal for your inbound call center

Quality Contact Solutions

MARCH 22, 2021

First call resolution is a vital aspect of any inbound call center campaign in that FCR will directly be tied to providing the customer a good experience. Diligence in product/service training and overall quality assurance is key to successfully meeting goals set for FCR. post-call wrap-up goals and much more.

Call Center

Call Center First call resolution Abandon rate industry standards

KPIs for call centers: 8 critical metrics to track

Global Response

MARCH 1, 2022

When it comes to KPIs for your call center, one thing is for sure: less is more. After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring. Example #1: Call center KPIs for a retail business.

Call Center

Call Center Metrics Average Handle Time Abandon rate

Customer Contact Central

How to determine your wildly important goal for your inbound call center

KPIs for call centers: 8 critical metrics to track

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