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