Glossary

The percentage of outbound calls answered by customers. Low answer rates (e.g., 20% due to 80% call avoidance) signal distrust, impacting engagement and revenue in banking and retail.

The average duration of a customer interaction, including talk time and follow-up tasks. High AHT increases costs ($1-$3/min), especially in telecom centers with complex inquiries.

When customers ignore calls due to distrust or scam fears (87% avoid unknown numbers). This leads to low answer rates, costing contact centers $1.6T annually in lost opportunities.

Fraudulent calls disguising the caller’s number to mimic legitimate businesses. Spoofing erodes trust, harming reputation and satisfaction in healthcare and telecom centers.

The average expense of handling a call, typically $1-$3/min. High costs, driven by retries and low answer rates, strain retail and telecom center budgets.

A metric measuring customer satisfaction with interactions, often via surveys. Low CSAT in healthcare reflects missed calls, impacting patient trust.

The percentage of issues resolved on the first call. High FCR boosts satisfaction but is challenging with low answer rates in banking centers.

A metric gauging customer loyalty by likelihood to recommend. Unanswered calls lower NPS in telecom, signaling engagement issues.

The percentage of time agents spend on calls or tasks versus idle time. High occupancy with low answer rates increases burnout in retail centers.

The percentage of calls answered within a set time (e.g., 20 seconds). Low service levels, common with high call avoidance, hurt healthcare satisfaction.

Time agents are unavailable due to breaks, training, or absences. High shrinkage, paired with retries, reduces efficiency in telecom centers.

The percentage of agents leaving annually, often 15-20% in contact centers. Low answer rates and burnout drive turnover, costing $5K-$10K per hire.

Technology displaying a trusted number to customers, reducing call avoidance (87% distrust unknown calls). Critical for banking compliance and trust.

Using voice biometrics to verify customer identity, enhancing security. Key for banking fraud prevention but challenged by low answer rates.

Time spent on post-call tasks, like logging notes. High wrap-up time, driven by retries, reduces efficiency in retail and healthcare centers.