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Why it matters: Reflects reduced (or increased) customer effort. A higher FCR typically correlates with higher overall customer satisfaction. Call AbandonmentRate: This metric measures the percentage of callers who hang up before speaking with an agent. Book a free demo today.
A positive and supportive work environment can significantly boost agent morale, leading to higher productivity and exceptionalcustomerservice. Transfer Rate: The percentage of calls transferred to another agent or department. High transfer rates may indicate issues with agent training or call center routing processes.
By leveraging the expertise of skilled customerservice agents, businesses can elevate their customerservice standards to new heights. When it comes to delivering exceptionalcustomerservice, businesses face numerous challenges. And high expectations from their customers.
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Abandon Rate 
130 
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