Abandon Rate NPS Wait Times 
InMoment XI
OCTOBER 31, 2024
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. A lower ASA improves the contact center experience by reducing wait times. A fast response time improves customer satisfaction.
Calabrio
MARCH 25, 2025
First Response Time (FRT) : FRT tracks the time it takes for an agent to provide an initial response to a customer inquiry. This is critical for setting the tone of the interaction and minimizing customer wait times. Why it matters: Reflects reduced (or increased) customer effort.
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InMoment XI
MARCH 14, 2025
Call performance data can also reveal inefficiencies in call management, wait times, and workflows to further help you balance available resources (agents) with demand. For example, if youre struggling with long wait times, then you either need your agents to process calls more quickly or you need more agents.
Comm100
APRIL 28, 2021
The NPS, or Net Promoter Score, is a great supplement for the CSAT score. The NPS asks your customers the question, “How likely are you to recommend our business, product, or service to a family member or friend?”. Your NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. Comm100 Free.
Calabrio
MARCH 22, 2025
Workforce planners: These specialists forecast call volume and customer demand, and optimize agent scheduling to ensure adequate staffing levels and minimize customer wait times. Enable real-time insights and responses Workforce planning doesnt end with the creation of the schedule.
Retently
OCTOBER 23, 2024
Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction. NPS surveys measure customer loyalty and advocacy by asking the question: “How likely are you to recommend our product/company to a friend?”.
InMoment XI
DECEMBER 13, 2024
Monitoring Real-Time Performance A dashboard provides live data on aspects like call availability and agent efficiency. This real-time data collection enables immediate improvements where necessary. It visualizes how certain metrics change over time to help teams make informed decisions. It highlights areas of improvement.
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