Call Center Updates

December 2025

KPIsInbound
Monthly incoming call statistics 
Total Incoming Calls7,832
Calls Handled7,565
Calls duration statistics 
Average Speed of Answer00:00:40
Average Handle Time00:11:40
Calls acceptance and abandonment rate 
Calls Handled %96.59%
Long Abandoned %2.20%

November 2025

KPIsInbound
Monthly incoming call statistics 
Total Incoming Calls8,355
Calls Handled8,202
Calls duration statistics 
Average Speed of Answer00:00:21
Average Handle Time00:11:38
Calls acceptance and abandonment rate 
Calls Handled %98.17%
Long Abandoned %0.86%

October 2025

KPIsInbound
Monthly incoming call statistics 
Total Incoming Calls13,144
Calls Handled12,737
Calls duration statistics 
Average Speed of Answer00:00:36
Average Handle Time00:11:30
Calls acceptance and abandonment rate 
Calls Handled %96.90%
Long Abandoned %2.18%

September 2025

KPIsInbound
Monthly incoming call statistics 
Total Incoming Calls31,882
Calls Handled31,042
Calls duration statistics 
Average Speed of Answer00:00:28
Average Handle Time00:11:49
Calls acceptance and abandonment rate 
Calls Handled %97.37%
Long Abandoned %1.62%

 

Data Dictionary

KPI - A "Key Performance Indicator" is a quantifiable measure used to track and assess progress toward specific business goals or objectives. 

Total Incoming Calls – The total number of calls received on the hotline.

Calls Handled – The number of calls successfully answered.

Calls Handled % - The percentage of calls that fall into the Calls Handled category.

Long Abandoned % – The percentage of calls where the caller waited longer than 15 seconds before hanging up.

Average Speed of Answer – The average time agents took to answer an incoming call.

Average Handle Time – The average time agents spent speaking with the caller.