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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. How can contact centers reduce call abandonmentrates?
Abandonmentrate reveals customer patience thresholds. Rates exceeding 5% signal serious problems with queue management or staffing levels. Implementing call-back options can dramatically reduce abandonment while maintaining service levels. The key insight: successful companies don’t try to automate everything.
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