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Average speed of answer: The average time it takes for an agent to answer a call. Abandonmentrate: The percentage of calls that are abandoned by customers before speaking to an agent. Customer satisfaction: A metric that measures how satisfied customers are with their callcenterexperience.
.” – Nicolina Savelli, 7 Tips for Success from Experienced CallCenter Professionals , Fonolo; Twitter: @fonolo. “A 2014 survey suggested that 69% of customers feel that their callcenterexperience improves when the customer service agent doesn’t sound as though they are reading from a script.
Unsurprisingly, longer call hold times are directly correlated to higher callabandonmentrates; people often give up and hang up before they get through to a support agent. We live in a time when ‘experience’ is a driving factor behind many consumer choices. ” Problem solved.
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Abandon rate 
91 
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