subject: Key Metrics Every Call Center CRM Should Track [print this page]
Call centers need to track important numbers to work better. Average Handle Time shows how long calls take. First Call Resolution checks if problems are solved in one call. Customer Satisfaction shows if customers are happy. Call Center CRM Software helps track all these easily. Call Abandonment Rate shows how many callers hang up. Service Level checks if calls are answered on time. Tracking Agent Performance and Conversion Rates helps improve work and grow the business.
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