John Is a Process Manager at a Call Center for a Telecom

John is a process manager at a call center for a telecom company.Lately,he has been receiving negative feedback from customers about the prolonged amount of time taken to answer their calls.To understand this better,John studied certain metrics,one of which indicated that over 85 percent of all customers ended up hanging up the phone when no one answered their calls.Which of the following call center metrics did John use?

A) Downtime
B) Error rate
C) Time service factor
D) Abandon rate

Correct Answer:

Verified

Unlock this answer now
Get Access to more Verified Answers free of charge

Sign up to view answer