2016, Abandon Call and Average Handle Time

Search:

DAY

WEEK

MONTH

YEAR

Select your country:
Sign up | Log in

2016

Abandon Call

Average Handle Time

Top Metrics that Measure Inbound Call Center Performance

Tenfold - Contact Center Blog

JULY 9, 2018

To calculate for the Service Level, divide the total number of calls answered within the threshold by the total number of calls and the total number of abandoned calls. A 2016 survey by Call Center Helper shared that 62.7% of call center professionals view Service Level as the most essential KPI.

Metrics

Metrics Call Center Schedule adherence Abandon Call

14 Critical Call Center Metrics You Should be Tracking

NICE inContact

MARCH 10, 2016

Due to legal requirements, call centers can’t have an abandon call rate above 3%, so staying under that number is critical. Our outbound dialer called Personal Connection™ has the ability to throttle down calls based on agent availability, which makes it a lot easier to stay within the legal limit.

Metrics

Metrics Call Center Average Handle Time First call resolution

Customer Contact Central

Top Metrics that Measure Inbound Call Center Performance

14 Critical Call Center Metrics You Should be Tracking

Stay Connected