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Take advantage of this phenomenon by constructing your scripts to promote positive responses.” Scheduleadherence and after call work management are part of the overall performance management processes. ” – Effective Call Center Scripts , Salesforce; Twitter: @SalesforceGov.
Five key KPIs help optimize efficiency: Average Handle Time (AHT) , Service Level , AbandonmentRate , Occupancy Rate , and Average Speed of Answer (ASA). Strategies to Lower AbandonmentRates: Provide estimated wait times to set customer expectations. Optimize staffing during peak hours with AI-driven scheduling.
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Abandon rate 
226 
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