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Callcenter analytics software helps with this process and is typically bundled with modern callcentersoftware as a service products. Executive Guide to Improving 6 CallCenter Metrics 6 Key CallCenter Metrics Call volume: The total number of calls received by the callcenter over a specified period.
This requires moving beyond outdated metrics like call volume or average handle time and focusing on what really mattersfirst call resolution, customer satisfaction, and long-term trust. Ensures no customer feels ignored, improving overall callcenter performance. Overstaffing burns through your budget.
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