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