Abandon rate First call resolution Video 
Fonolo
JULY 27, 2021
These days, there are tons of key performance indicators (KPIs) and call center metrics to evaluate call center performance and call center agent performance. Take your pick — first call resolution (FCR) , abandon rate , customer satisfaction (CSAT) , and more. First call resolution (FCR).
Global Response
MARCH 24, 2025
Here are some KPIs an effective call center KMS can improve. Abandon rate Call abandon rates reflect the number of customers who hang up the phone while on hold to talk to an agent. First-call resolution rate Another critical metric you can improve with a KMS is your first-call resolution rate.
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Fonolo
AUGUST 17, 2021
Use historical data, analytics, and call center metrics to measure your agents’ and overall call center’s performance. Evaluate metrics like first-call resolution , customer satisfaction score, abandonment rate, and average handle time to measure performance, and compare them to your competitors.
NobelBiz
MARCH 21, 2023
Key Takeaways: You have to pinpoint the exact reason for a low FCR Your call center should be a customer-centric business Proper ongoing agent training and monitoring Call center technology has evolved to deliver proper performance levels, quality, and FCR enhancement. How to boost your First Call Resolution in 9 easy steps?
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Momentum Telecom
FEBRUARY 5, 2025
Two important factors must be considered to bridge the gap between voice calls and data insights successfully. Understand Teams is powerfulbut its only step one Microsoft Teams does an excellent job consolidating chat, video, and calls. Faster issue resolution The faster you can resolve customer issues, the better.
Fonolo
OCTOBER 31, 2017
When deployed correctly, call-backs can deliver concrete ROI through several paths: lowered abandon rates, shorter handle time, reduced telco cost and more consistent call volume. Part 1: Lowering Abandon Rates. Lowering Abandon Rates. What’s the Cost of an Abandoned Call?
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