Remove Abandon Call Remove Agent burnout Remove Benchmark
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Call Center Agent Performance Metrics: A Blueprint for Success

Balto

Average Call Abandonment 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.

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Top Call Center Agent Performance Metrics You Must Track

Balto

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.