Call Center
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Call Center
Any location within a company where quantities of incoming and/or outgoing calls are handled by people, telephones, and computers. Call centers route calls to the appropriate agent or operator. Key Performance Indicators
Number of complaints
Number of complaints received within the measurement period.
Abandon rate of incoming phone calls
Percentage of telephone calls abandoned by the caller while waiting to be answered.
Staff / Personnel turnover
Number of employee departures (in FTE) divided by the average number of staff members (in FTE) employed.
First-call resolution rate
Percentage of customer issues that were solved by the first phone call.
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