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