10 Key Metrics and KPI’s for Contact Centre Performance
Call Design
JULY 6, 2021
Net promoter score was developed by Bain and Co in 2003 and is a measure used to gauge customer loyalty, satisfaction, and enthusiasm with a company. Calibration is key when measuring quality to ensure any suggestion of bias is removed. It is measured as a percentage of scheduled time on the phone. Net Promoter Score.
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