1.
Top Metrics to
Measure Inbound
Call Center
Performance

2.
Inbound call center handles a large number of calls on a regular
basis. So, it is quite difficult to measure inbound call center
performance.
There are various metrics available to measure
the inbound call center performance.
Let’s see what all these metrics are:

3.
First Contact Resolution (FCR)
FCR is the agents’ ability to resolve customer
queries, problems or needs in the first attempt
when they call, without any follow-up.
This metric helps to identify how good an agent
is handling and solving customers’ queries at
the initial level.
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4.
Abandoned Call Rate (ACR)
It identifies the total number of incoming
calls which are hung up before an agent
answers.
Low Abandon Call Rate indicates better
customer service.
2

5.
Average Speed of Answer (ASA)
ASA is the key performance indicator to assess
the efficiency of a contact center. It is the average
amount of time in which a call is being answered
by agents.
This metric helps to provide better service level
and also it’s a cost significant factor for inbound
call centers.
3

6.
Average Handle Time (AHT)
This metric calculates average call duration
of an agent which starts from call initiation to
call end. After-call work and hold time is also
included for AHT calculation.
It helps to reduce operational cost as well as
increase agents’ productivity & customer
experience.
4

7.
Average Call Transfer Rate
This metric finds the average of the total
number of calls which are transferred by an
agent to another department for various
reasons such as agent is not able to handle
the call, and a call is routed to the wrong
department, etc.
It helps to find the areas of improvement,
areas can be related to inefficient call routing
or agent call mishandling.
5

8.
Customer Satisfaction Score
(CSAT)
CSAT helps you to understand whether you
have met customers’ expectations related to
product or services which you are providing.
Customer Satisfaction Score can be
measured by doing a survey in which
customers are asked to rate the company
services with a satisfaction scale of “Not
Satisfied to Very Satisfied.”
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9.
About Us
Call Center Hosting(CCH) is a leading and globally recognized provider of call
center solutions.
We offer a complete software-based call center setup for start-ups, SMBs, and
enterprise, which includes outbound and inbound call center solutions, predictive
dialer services, IVR services, and auto dialers.
For more information, call us at +1-800-346-4974

10.
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