This pertains to the rate of calls that are abandoned

This pertains to the rate of calls that are abandoned by the customers who made these calls themselves. This is still related to blockage, particularly to the scenario where there are many customers waiting on queue. Human as we are, we do not really like it when we are made MBT Panda Sandals to wait. Customers are just like that; they can only extend a matter of minutes when waiting on hold, and they abandon their calls all together. This has to be included in your metrics. This way, solutions can be developed to deal with this inevitability.* AHT or Average Handling Time. This pertains to the average number of minutes that the agent is expected to handle each call that is routed to his or her station. This is a metric that is influenced by a number of factors.

For instance, MBT Kisumu Sandals, cannot expect the AHT of both the Billing Department and the Technical Support Department to be the same or within the same range. Customers calling the Billing Department would merely have inquiries regarding their billing statement and the like. But when a customer calls Tech Support, this would more likely be related to a specific problem where troubleshooting is often required. Thus, the AHT of Tech MBT Fumba, Support should be significantly longer than that of Billing.* Customer satisfaction. Now, this is indeed very much needed in gauging call center performance simply because this is one of the primary goals of any call center. By providing quality service, customer satisfaction will certainly be attainable. Consequently, revenue would be attainable as well. This metric should be included to effectively gauge what call centers can do to achieve customer satisfaction consistently.