2016, call center professionals and Customer retention

Search:

DAY

WEEK

MONTH

YEAR

Select your country:
Sign up | Log in

2016

call center professionals

Customer retention

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

Why First Call Resolution is the Most Important Call Center Metric

Pointillist

NOVEMBER 11, 2019

—McKinsey & Company To use FCR in your call center effectively, you need to understand more about what it is and how to calculate it. You also need to know why First Call Resolution is important, along with standard benchmarks and emerging FCR trends. What is First Call Resolution?

First call resolution

First call resolution Call Center Metrics Benchmark

Customer Contact Central

Top Metrics that Measure Inbound Call Center Performance

Why First Call Resolution is the Most Important Call Center Metric

Stay Connected