2003, Customer effort and First call resolution

Search:

DAY

WEEK

MONTH

YEAR

Select your country:
Sign up | Log in

2003

Customer effort

First call resolution

10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

JULY 6, 2021

This metric reflects the knowledge base and expertise of the agents working in the contact centre as well as how well your customers are directed through the IVR to the appropriate agent. The industry benchmark for the first call resolution measurement is between 70% to 75%. Customer Effort Score.

Metrics

Metrics Average Handle Time Schedule adherence Calibration

Are You Using 1999 Metrics to Measure 2019 Customer Care?

BlueOcean

FEBRUARY 7, 2019

Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience.

Metrics

Metrics Customer Care Average Handle Time outsourcing

Customer Contact Central

10 Key Metrics and KPI’s for Contact Centre Performance

Are You Using 1999 Metrics to Measure 2019 Customer Care?

Stay Connected