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Inbound KPI Metrics to Monitor for Operational Efficiency


Start measuring this KPI after a customer leaves your IVR and wait until they’re greeted by an agent. Slow answering can lead to a high call abandonment rate or low customer satisfaction. While most inbound KPI metrics affect customer service, after call work time is a sign of operational efficiency. Service Level.

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9 Successful Tips Of Customer Service Agent Key Performance Indicators (KPIS)

Dialer 360

As well as set value purpose, enhance efficiency and boost service level. Usually, it doesn’t include the time and taking to navigate with the IVR system. As well as the degree of the accessibility to their callers. Besides, the industry as it is directly related to caller satisfaction.