Contact Center Performance Metrics Report 2019-20

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Our massive global study across 250 million inbound and outbound calls unveils the true state of call center performance in 2019. Discover how call centers are performing on the following customer experience and agent performance metrics:

  • Average Queue Times
  • Average Abandonment Rates
  • Average Speed of Answer
  • Service Level Agreement
  • Average agent talk times
  • Average after call work
  • Auto-Dialer performance
  • Average Outbound Answer Rates
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