9 Contact Center Metrics Essential for Success

26 Pages

Keeping a Pulse on Performance: 9 Contact Center Metrics Essential for Success (and How to Calculate Them) A publication by Playvox3 6 7 8 9 10 10 12 12 13 14 15 16 16 17 18 19 20 22 Content What Contact Center Metrics Should Be Measured and Tracked? First Contact Resolution (FCR) How to Calculate FCR Cost Per Contact How to Calculate Cost Per Contact Service Level/Response Time How to Calculate Service Level/Response Time Abandoned Call Rate How to Calculate Abandoned Call Rate Average Handle Time (AHT) How to Calculate Average Handle Time (AHT) Average Call Transfer Rate How to Calculate Average Call Transfer Rate Customer Satisfaction Score (CSAT) How to Calculate Customer Satisfaction Score (CSAT) Customer Retention Rate (CRR) How to Calculate Customer Retention Rate (CRR) Agent Sch

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9 Contact Center Metrics Essential for Success

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