CALL CENTER METRICS

IT REFERS TO HOW WELL AGENTS ACCOMPLISH THEIR TASKS, ESPECIALLY THEIR PRIMARY FUNCTION OF CUSTOMER CONTACT.

• PRODUCTIVITY METRICS

• QUALITY METRICS

• STANDARDS

IT MEASURES HOW EFFECTIVE THE AGENTS ARE IN THE USE OF THEIR TIME AND HOW EFFICIENT THEY ARE IN MAINTAINING THE BALANCE OF THE VARIOUS ASPECTS OF THEIR JOBS.

• PRODUCTIVITY METRICS

• QUALITY METRICS

• STANDARDS

THESE ARE ELEMENTS THAT SHOULD BE INCLUDED OR ARE PRESENT IN EVERY CALL BY REPRESENTATIVE.

• OBJECTIVES

• CSAT

• STANDARDS

IT INTENDS TO MEASURE A CUSTOMER'S SATISFACTION WITH THE SERVICE RECEIVED.

• OBJECTIVES

• CSAT

• ACD

THIS EVALUATION IS DONE BY LISTENING TO CALLS AND FOLLOWING THE CRITERIA LISTED IN THE MONITORING FORM.

• CALL QUALITY

• CSAT

• ACD

IT TRACKS THE LENGTH OF TIME A CUSTOMER IS ON THE PHONE.

• CALL QUALITY

• CSAT

• ACD

IT REFERS TO TRACKING THE AVERAGE AMOUN T OF TIME SPENT RESOLVING CUSTOMER ISSUES.

• TTR

• CSAT

• ACD

THIS REFERS TO FREQUENCY WITH WHICH ISSUES ARE TO BE BROUGHT UP TO HIGHER LEVELS OF MANAGEMENT IN THE COURSE OF SUPPORTING OUR CUSTOMERS.

• FCR

• ESCALATION RATE

• OBJECTIVES

IT INCLUDES BUILDING RAPPORT WITH THE CUSTOMER, HANDLING CHALLENGES EFFECTIVELY, AND USING EMPATHY AS APPROPRIATE. WHEN MEASURING THIS, THE REPRESENTATIVES ASSESS HOW WELL THEY WERE MET.

• FCR

• ESCALATION RATE

• OBJECTIVES

IT IS ON TOP OF THE LIST FOR MANY ORGANIZATIONS WHEN IT COMES TO THE METRICS THEY ARE TRACKING RESOLVING ISSUES AS QUICKLY AS POSSIBLE.

• FCR

• ESCALATION RATE

• OBJECTIVES