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Call Center Metrics
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Avg score: 83% • Most missed: “Service level”
Call Center Metrics
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11 Questions

1. Call abandonment rate

2. First call reslution

3. Call resolution

4. Call volume

5. Customer satisfaction

6. Call containment

7. Misrouted calls

8. Service level

9. Average speed of answer

10. Average handle time

11. Average talk time

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