There Are Four Groups Of Key Quality
Posted: Mon Dec 23, 2024 5:44 am
Indicators That Are Important To Take Into Account. The Indicators, Also Called Kpis, Of A Contact Center Are Metrics That Allow Performance To Be Quantified And Provide Relevant Data For Decision Making. In This Sense, Some Of The Main Kpis Are Related To Customer Satisfaction And The Productivity Of Teleoperators. Indicators Related To The Quality Of The Service: Service Level Or Also Known In English Terminology As Service Level Agreement (Sla): Determines The Number Of Calls That The Team Of Teleoperators Answers Before A Stipulated Time.
Abandonment Level: It Is The Percentage Of uk city name list Unanswered Calls Compared To The Total Calls Received. Response Time: This Indicator Refers To The Average Time A Customer Must Wait To Be Served. Indicators That Measure Customer Experience Customer Satisfaction: It Is One Of The Most Important Indicators Since It Has A Great Influence On The Quality Perceived By The Customer. This Indicator Is Given By The Difference Between The Customer's Expectations And Their Perception; It Is Mainly Measured Through Satisfaction Surveys Carried Out With The Customer After Their Interaction.
First Call Resolution Or Also Known As First Contact Resolution (Fcr): Indicates The Percentage Of Calls That Are Resolved Or Meet Their Objective In The Customer's First Contact. Response Time: This Indicator Refers To The Average Time A Customer Must Wait To Be Served. Recontact Or Recontact Rate: Measures The Percentage Of Customers Who Return Calls After A Previously Determined Time. For Example, You Can Measure The Percentage Of Customers Who Call Back In The Days Following Their Interaction.
Abandonment Level: It Is The Percentage Of uk city name list Unanswered Calls Compared To The Total Calls Received. Response Time: This Indicator Refers To The Average Time A Customer Must Wait To Be Served. Indicators That Measure Customer Experience Customer Satisfaction: It Is One Of The Most Important Indicators Since It Has A Great Influence On The Quality Perceived By The Customer. This Indicator Is Given By The Difference Between The Customer's Expectations And Their Perception; It Is Mainly Measured Through Satisfaction Surveys Carried Out With The Customer After Their Interaction.
First Call Resolution Or Also Known As First Contact Resolution (Fcr): Indicates The Percentage Of Calls That Are Resolved Or Meet Their Objective In The Customer's First Contact. Response Time: This Indicator Refers To The Average Time A Customer Must Wait To Be Served. Recontact Or Recontact Rate: Measures The Percentage Of Customers Who Return Calls After A Previously Determined Time. For Example, You Can Measure The Percentage Of Customers Who Call Back In The Days Following Their Interaction.