Repeat Calls Metric

Measure the percentage of calls that addressed the same issue or subject.

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Overview

The Repeat Calls metric gives your team insight into the popularity, or occurrence, of a particular issue.

Formula

Number of calls with relating issue/Total number of calls

Reporting frequency

Weekly

Example of KPI target

10% repeat subject

Audience

Manager, Call team

Variations

Rate of repeat calls

Related Metrics & KPIs

Call Center Metrics Call Abandonment.png

Call Abandonment

Agent Schedule Adherence.png

Agent Schedule Adherence

Longest Delay in Queue.png

Longest Delay in Queue

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