How can Businesses Measure the success of their Inbound Contact Center
10/07/2024 Other Services
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Description
Businesses can measure the success of their inbound contact center through various key performance indicators (KPIs), including:
• First Call Resolution (FCR): The percentage of calls resolved on the first contact without follow-up.
• Average Handle Time (AHT): The average time to handle a customer call, including talk time and follow-up work.
• Customer Satisfaction Score (CSAT): A measure of customer satisfaction based on post-interaction surveys.
• Net Promoter Score (NPS): Gauges customer loyalty and likelihood to recommend the company's services.
• Service Level: The percentage of calls answered within a specified time frame, reflecting the center’s efficiency and responsiveness.
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