The Customer Answered in the First Minute metric helps you determine how effective your team is at answering calls as they come in. Customers can get impatient if they are put on hold for too long, which can cause them to lose trust in your company, therefore having a high rate of calls being answered promptly is critical for business success.
Calls answered within the first minute/Total number of calls
Example of KPI target
Manager, Call team
First minute answering rate
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