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 78

Metrics Call Center Schedule adherence Abandon Call 78

SharpenCX

JUNE 23, 2021

Watch your agent’s efficiency, and see if they have the tools they need to maintain pace with customer demands and keep wait times at bay. Sometimes you can’t control the abandonment of an interaction. If your abandonment rate remains low, between 2 to 5% , consider yourself in the clear. Average Agent Hold Time.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

NICE inContact

MARCH 10, 2016

Customer Experience: First Call Resolution : Are you resolving customer issues on the first call? Tracking first call resolution ensures that you are satisfying customers in the shortest amount of time, without the need for any follow-up. This includes any wait time, as well as time spent with an agent.

Metrics 55

Metrics Call Center Average Handle Time First call resolution 55