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#Post#: 99--------------------------------------------------
The customer is the most important
By: Md Raihan Date: September 12, 2023, 3:41 am
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This technique will help to measure results and see the
differences between periods or campaigns. Today it is time to
talk about KPIs ( Key Performance Indicators ) and which are the
most important for a call center . Most of the performance
metrics or KPIs for call centers focus on customer satisfaction
, their response and their future actions. thing in a call
center, so measuring their behavior and results is vital to know
how they are working. What are KPIs for contact centers KPIs are
metrics and measurements that are carried out to know the status
of the different divisions of a call center .
They monitor and evaluate how work is done Phone Number List
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and the results that are offered. They are
vital in determining customer satisfaction and knowing where to
improve. It is a task in charge of personnel control and they
are responsible for indicating to you which direction your
company is heading. The 5 KPIs for call centers that you should
know Customer satisfaction: it is the most relevant of all. It
helps you measure customer satisfaction with the call, the
product, and the company. Surveys are the most useful tool to
carry out this KPI.
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Resolution in the First Call: it is the ability of your call
center to solve problems in the first call with a client. It is
directly linked to customer satisfaction. Response time: measure
how accessible your call center is to customers. Again it is
vital to improve it to increase customer satisfaction . Schedule
adherence: is responsible for measuring how much time, during
their workday, the agent is available to answer calls or manage
data. A good measure is between 80 and 90% of the time. Contact
quality: it is normally evaluated by agents specialized in
quality control.
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