Remove Abandon rate Remove Caller satisfaction Remove First call resolution Remove Surveys
article thumbnail

Inbound KPI Metrics to Monitor for Operational Efficiency

Calltools

Abandonment Rate. How many callers hang up before an agent picks up or solves an issue? This is known as the abandonment rate. High levels could mean your inbound calls are experiencing too high of wait times or your agents aren’t resolving issues fast enough. First Call Resolution.

Metrics 52