conversion rate
ਪਿਛਲੇ ਲਗਭਗ 12ਸਾਲ Completion rate
ਪਿਛਲੇ ਲਗਭਗ 12ਸਾਲ ASA, AHT, % within Service Level, Ahrinkage, Occupancy
ਪਿਛਲੇ ਲਗਭਗ 12ਸਾਲ Calls presented, calls ABD, Agent ready mins, Agent Not Ready, Longest time waiting, Avg time waiting, avg call time by agent,HDI survey metrics
ਪਿਛਲੇ 112ਸਾਲ ਤੋਂ ਵੱਧ average handle time
abandon rate
customer satisfaction
ਪਿਛਲੇ 112ਸਾਲ ਤੋਂ ਵੱਧ Customer Satisfaction (post call and emailed based on CSR touching account), Adherence, First Contact Resolution, Service Level
ਪਿਛਲੇ 112ਸਾਲ ਤੋਂ ਵੱਧ Calls per hour, Occupancy (% of day on the phone or waiting for a call), Quality Monitors
ਪਿਛਲੇ 112ਸਾਲ ਤੋਂ ਵੱਧ FCR, AHT, Cost per Contact, Abandon Percentage, Occupancy, Conversion, ACW, ASA, ATT
ਪਿਛਲੇ ਲਗਭਗ 13ਸਾਲ Service Level, Abandon rate, Gross Margin, Average Speed of Answer, Quality percentage
ਪਿਛਲੇ ਲਗਭਗ 13ਸਾਲ CSAT - Company
CSAT - Agent
FCR
CR
Conversion
RPC
AHT
Quality
ਪਿਛਲੇ ਲਗਭਗ 13ਸਾਲ Sales - £s, conversion rate, telephony talk-time %, QA
ਪਿਛਲੇ ਲਗਭਗ 13ਸਾਲ ASA
AHT
Abandon Rate
Cost per Call
Service Level
ਪਿਛਲੇ ਲਗਭਗ 13ਸਾਲ ASA, Service level, SPH, LPH, RPC, CPC, ATT, Abandon rate, c-stat
ਪਿਛਲੇ ਲਗਭਗ 13ਸਾਲ 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...)
ਪਿਛਲੇ ਲਗਭਗ 13ਸਾਲ CSAT, AHT, FCR, Transfers, Sales.
ਪਿਛਲੇ ਲਗਭਗ 13ਸਾਲ abandon rate
transfers per hour
sales per hour
first call resolution
ਪਿਛਲੇ ਲਗਭਗ 13ਸਾਲ