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