conversion rate
vor fast 12J. Completion rate
vor fast 12J. ASA, AHT, % within Service Level, Ahrinkage, Occupancy
vor fast 12J. Calls presented, calls ABD, Agent ready mins, Agent Not Ready, Longest time waiting, Avg time waiting, avg call time by agent,HDI survey metrics
vor mehr als 12J. average handle time
abandon rate
customer satisfaction
vor mehr als 12J. Customer Satisfaction (post call and emailed based on CSR touching account), Adherence, First Contact Resolution, Service Level
vor mehr als 12J. Calls per hour, Occupancy (% of day on the phone or waiting for a call), Quality Monitors
vor mehr als 12J. FCR, AHT, Cost per Contact, Abandon Percentage, Occupancy, Conversion, ACW, ASA, ATT
vor fast 13J. Service Level, Abandon rate, Gross Margin, Average Speed of Answer, Quality percentage
vor fast 13J. CSAT - Company
CSAT - Agent
FCR
CR
Conversion
RPC
AHT
Quality
vor fast 13J. Sales - £s, conversion rate, telephony talk-time %, QA
vor fast 13J. ASA
AHT
Abandon Rate
Cost per Call
Service Level
vor fast 13J. ASA, Service level, SPH, LPH, RPC, CPC, ATT, Abandon rate, c-stat
vor fast 13J. Seated time Idle time + Talk time / Scheduled time to be on phone. Scheduled time is the time paid minus the time that has been approved to be off phone as in "Approved Shrinkage" (break time, training time, feedback session...)
vor fast 13J. CSAT, AHT, FCR, Transfers, Sales.
vor fast 13J. abandon rate
transfers per hour
sales per hour
first call resolution
vor fast 13J.