![Daily Training Schedule ,[object Object],[object Object],[object Object],[object Object]](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)
Recommended
Recommended
More Related Content
What's hot
What's hot (20)
Viewers also liked
Viewers also liked (14)
Similar to Call Center Metrics
Similar to Call Center Metrics (20)
More from vivaankumar
More from vivaankumar (20)
Recently uploaded
Recently uploaded (20)
Call Center Metrics
- 3. G ROUND R ULES
- 8. Team Contest
- 10. Service Quality Measurement Telphone Moment of truth 1-ASA 2-Queue Time 3-Abandon Internal Metrics 1-Answer 2- Customer Satisfaction External Metrics
- 14. Internal Metrics Measuring the Heartbeat of the Call Center
- 15. Call Center Data Sources of
- 24. Most Popular Internal Metrics
- 31. Abandon rate
- 32. Abandon rate
- 33. Reduce Abandons out of queue
- 37. Average Handle Time (AHT)
- 38. Handle Time Data
- 39. Reducing handle time using the stoplight method Stoplight Color Call volume Process Green Normal call volume Normal call process including marketing programs Yellow Long queue / peak periods Accelerated call process with reduced or no marketing, reduced or no tracking or data collection Red Call overload / Emergency New revised call process
- 40. Reduce talk time and after call work time
- 49. Average Speed of Answers
- 50. Speed of Answer ( Seconds)
- 55. Employee perception of monitoring
- 58. Service Level
- 60. External Metrics Measuring the Heartbeat of the Caller
- 63. Most popular External Metrics