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