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