Call Center Metrics: How To Track & Improve for Better Customer Service
InMoment XI
OCTOBER 31, 2024
Consider including self-service options like chatbots for customers who don’t want to spend time with an agent. Average Speed of Answer (ASA) This metric measures the time it takes for an agent to answer an incoming call. In the call center industry, the standard time to answer is 20 seconds or less.
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