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Call Center (Inbound)


Any location within a company where quantities of incoming calls are handled by people, telephones, and computers. Call centers route calls to the appropriate agent or operator.


KPIs in ‘Call Center (Inbound)’
tagged with ‘customer’

This KPI is most used for:
Operational Excellence

% of customers that are satisfied

Percentage of customers that are satisfied.
This KPI is most used for:
Operational Excellence

Average hold time of calls

Average time that customers are put on hold during telephone calls.
This KPI is most used for:
Operational Excellence

Maximum delay in queue

Maximum time a customer in a queue waits before being connected to an operator or hanging up.

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This KPI is most used for:
Operational Excellence
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