Top Metrics that Measure Inbound Call Center Performance
Tenfold - Contact Center Blog
JULY 9, 2018
The most common factors that lead to abandoned calls are lengthy wait times and unnecessary hold times. An inefficient IVR system may also cause callers to abandon the queue. To ensure compliance with the SLA, a 5% or lower abandoned call rate needs to be maintained. Average Call Transfer Rate.
78 
Let's personalize your content