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