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