conversion rate
n'azụ ihe dị ka 12m afọ Completion rate
n'azụ ihe dị ka 12m afọ ASA, AHT, % within Service Level, Ahrinkage, Occupancy
n'azụ ihe dị ka 12m afọ Calls presented, calls ABD, Agent ready mins, Agent Not Ready, Longest time waiting, Avg time waiting, avg call time by agent,HDI survey metrics
n'azụ karịrị 12m afọ average handle time
abandon rate
customer satisfaction
n'azụ karịrị 12m afọ Customer Satisfaction (post call and emailed based on CSR touching account), Adherence, First Contact Resolution, Service Level
n'azụ karịrị 12m afọ Calls per hour, Occupancy (% of day on the phone or waiting for a call), Quality Monitors
n'azụ karịrị 12m afọ FCR, AHT, Cost per Contact, Abandon Percentage, Occupancy, Conversion, ACW, ASA, ATT
n'azụ ihe dị ka 13m afọ Service Level, Abandon rate, Gross Margin, Average Speed of Answer, Quality percentage
n'azụ ihe dị ka 13m afọ CSAT - Company
CSAT - Agent
FCR
CR
Conversion
RPC
AHT
Quality
n'azụ ihe dị ka 13m afọ Sales - £s, conversion rate, telephony talk-time %, QA
n'azụ ihe dị ka 13m afọ ASA
AHT
Abandon Rate
Cost per Call
Service Level
n'azụ ihe dị ka 13m afọ ASA, Service level, SPH, LPH, RPC, CPC, ATT, Abandon rate, c-stat
n'azụ ihe dị ka 13m afọ 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...)
n'azụ ihe dị ka 13m afọ CSAT, AHT, FCR, Transfers, Sales.
n'azụ ihe dị ka 13m afọ abandon rate
transfers per hour
sales per hour
first call resolution
n'azụ ihe dị ka 13m afọ