Pointillist

JANUARY 25, 2019

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 ) Customer Effort Score (CES) Like NPS, customer effort score (CES) uses a single question to gauge customer satisfaction.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

Global Response

DECEMBER 2, 2022

Abandon rate = calls abandoned ÷ (calls abandoned + calls answered). The functional state of a Brand Specialist, be it available, on call, after-contact work or other designation. Average handle time (AHT) measures the average length of interaction, including hold time, talk time, and after-call work.

call center workforce 62

call center workforce Metrics Call Center Management 62

Taylor Reach Group

AUGUST 23, 2017

Organizational reporting can be the overall Contact Center infrastructure (multiple centers), a single center, a single queue or team or single work group. Schedule Adherence. You may have noted that metrics such as Service Level, Calls per day, abandoned calls, occupancy, etc. Login time. Available time.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66