Performance Metrics 2

It refers to how well agents accomplish their tasks, especially their primary function of customer contact

• Quality Metrics

• Productivity Metrics

It measures how effective the agents are in the use of their time and how efficient they are in maintaining the balance of the various aspects of their jobs.

• Productivity Metrics

• Quality Metrics

It intends to measure a customer's satisfaction with the service received, which is usually expressed as a percentage between 0 and 100, with 100% as a completely satisfied customer rating.

• CSAT

• ACD

• TTR

• FTR

These are elements that should be included or are present inevery call by every representative.

• Standard Criteria

• Objectives Criteria

These are elements that should be included or are present in every call by every representative.

• Call Quality

• Objectives Criteria

• ACD

• TTR

It tracks the length of time a customer is on the phone. It is usuallymeasured in minutes and exclusive of any pre-call preparation orpost-call documentation, typically referred to as ‘wrap’.

• ACD

• FTR

• TTR

• CSAT

It refers to tracking the average amount of time spent resolving customer issues.

• ACD

• FTR

• TTR

• CSAT

This refers to the frequency with which issues are to be broughtup to higher levels of management in the course of supportingour customers

• ACD

• Escalation Rate

• Call Quality

• CSAT

It is on top of the list for many organizations when it comes to the metrics they are tracking and resolving issues as quickly as possible

• ACD

• TTR

• FCR

• CSAT

It includes building rapport with the customer, handling challenges effectively, and using empathy as appropriate. When measuring objectives, the representative assesses how well they were met.

• ACD

• Objectives

• Call Quality

• Standards