1.Percentage of call blocked 2.Average time in queue 3.Average abandonment rate 4.Service rate 5.Average speed of answer.

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Presentation transcript:

1.Percentage of call blocked 2.Average time in queue 3.Average abandonment rate 4.Service rate 5.Average speed of answer 6.Average handle time 7.Average after call work time 8.First call resolution 9.Customer satisfaction 10.Occupancy rate 11.Agent absenteeism 12.Agent turnover rate 13.Conversion 14.SHP 15.SPD 16.Average talk time 17.SQI-service quality index