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Pacing ratio : This is the ratio of the number of phone numbers dialed to the number of agents available to handle calls. Choose a pacing ratio that maximizes agent productivity while minimizing abandonedcalls and wait times for customers. The goal is to deliver the finest service possible to consumers.
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.
Streamlining after-call work or improving agent training can reduce AHT and boost satisfaction. Rising call volumes can lead to agentburnout, increasing turnover rates and lowering center performance. Use call center software with real-time guidance to help agents resolve customer issues faster.
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