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Customer service
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Customer service
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KPIs in ‘Customer service’
tagged with
‘telephone’
First-call resolution rate
Percentage of customer issues that were solved by the first phone call.
Average talk time of phone calls
Average duration (talk time) of phone calls.
Listed in: Call Center (Inbound), Call Center (Outbound)
Tags: call, phone, telephone, time, talk time, duration
Abandon rate of incoming phone calls
Percentage of telephone calls abandoned by the caller while waiting to be answered.
Average speed to answer phone call
Average time (usually in seconds) it takes for a telephone call to be answered.
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