2003, First call resolution and Interactive Voice Response

Search:

DAY

WEEK

MONTH

YEAR

Select your country:
Sign up | Log in

2003

First call resolution

Interactive Voice Response

10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

JULY 6, 2021

This metric reflects the knowledge base and expertise of the agents working in the contact centre as well as how well your customers are directed through the IVR to the appropriate agent. The industry benchmark for the first call resolution measurement is between 70% to 75%. Net Promoter Score.

Metrics

Metrics Average Handle Time Schedule adherence Calibration

How to Reduce Customer Complaints in the Contact Center

Fonolo

MARCH 9, 2023

The first study was done in 2003 — can you guess which direction the overall trend has headed since then? Improve your IVR menus Confusing IVR menus are a common customer complaint. Empowering agents means you’ll improve that all-important first-call resolution KPI, too.

Contact Center

Contact Center Self service Call Center Interactive Voice Response

Customer Contact Central

10 Key Metrics and KPI’s for Contact Centre Performance

How to Reduce Customer Complaints in the Contact Center

Stay Connected