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It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customercalls. Simply put, it’s getting it right the first time and reducing customereffort. A 2016 survey by Call Center Helper shared that 62.7% AbandonedCall Rate.
Customers respond using a 0-10 rating scale, with responses grouped into three categories: Promoters (9-10) Passives (7-8) Detractors (0-6) (Read more about NPS: How to Calculate NPS Using Journey Analytics ) CustomerEffort Score (CES) Like NPS, customereffort score (CES) uses a single question to gauge customer satisfaction.
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