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Average CallAbandonment Rate (ACAR) If calls answered are low and calls blocked or abandoned are high, customer behavior signals frustration. ACAR is a crucial call center metric that measures the percentage of inbound calls dropped before connecting to an agent.
Benchmark Your Metrics Against Industry Standards How do you know if your contact center metrics are strong? Benchmarking provides a baseline for evaluating performance and identifying areas for improvement. Steps to Benchmark Effectively: Research benchmarks for critical metrics like FCR, AHT, and CSAT in your industry.
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