Abandon Rate Average Handle Time Policies Wait Times 
Magellan Solutions
MARCH 22, 2023
1) ABANDONMENT RATE The number of callers that hang up before reaching an agent is referred to as the abandon rate. There is a possibility that your abandonment rate is high because of some issues affecting your agents. This can help in reducing call wait times and determine which agents are efficient.
Comm100
APRIL 28, 2021
See how you stack up: Forrester Research found that the average Net Promoter Scores for companies in 14 industries last year ranged from single-digit negative scores to the mid-positive 30s. Average resolution time. Low wait times can help maintain or even improve customer satisfaction. Resolution rate.
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