Contact Center Performance Report 2018-19

The report covers key metrics for inbound and outbound calls averaged across 160 million calls that took place on our platform. This includes:

Customer Experience Metrics

  • Average time in Queue.
  • Abandonment Rates.

Agent Performance Metrics

  • Average Agent Talk Time.
  • Average Speed of Answer.
  • Average Agent Wrap Time.
  • Average calls per agent.
  • Average breaks taken per agent.
  • Average answer rates.

Outbound performance metrics

  • Average Calls dialed per agent.
  • Average agent answer rates.
  • Comparison of metrics:Manual vs Power dialers.

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