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