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Enabling outbound agents to fill in on inbound lines when call volumes spike, for example, has offered valuable options for enhancing call center metrics, like servicelevels and abandonmentrates. As the omnichannel contact center has blossomed the variety of contact types to manage has multiplied.
In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Call AbandonmentRate. Occupancy Rate. Transfer rate. ServiceLevel. Contact Rate.
Are you inbound or outbound? Sales or service? An inbound service contact center has agents answering inbound customer service calls. An outboundsales center makes proactive, outboundsales calls. Customers will hang up, increasing your call abandonmentrates.
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Abandon rate 
77 
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