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