Call Transfer Rate
Percentage
The percentage of calls that are transferred to another agent or department. A high transfer rate might indicate that customers are not being routed to the best agent or department initially, which can lead to longer wait times and potential frustration. Ensuring customers reach the right person the first time increases satisfaction and reduces handling time.
Formula
(Number of transferred calls / Total number of handled calls) x 100
Example
If out of 100 handled calls, 10 were transferred, the Call Transfer Rate would be 10%.