2003 and First call resolution - Customer Contact Central

10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

JULY 6, 2021

The industry benchmark for the first call resolution measurement is between 70% to 75%. Net promoter score was developed by Bain and Co in 2003 and is a measure used to gauge customer loyalty, satisfaction, and enthusiasm with a company. Net Promoter 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

How to Reduce Customer Complaints in the Contact Center

Fonolo

MARCH 9, 2023

The first study was done in 2003 — can you guess which direction the overall trend has headed since then? Empowering agents means you’ll improve that all-important first-call resolution KPI, too. If you guessed there are more complaints than ever, you’re right.

Contact Center

Contact Center Self service Call Center Interactive Voice Response

10 Key Metrics and KPI’s for Contact Centre Performance

Are You Using 1999 Metrics to Measure 2019 Customer Care?

How to Reduce Customer Complaints in the Contact Center

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