Top Call Center Metrics and How to Use Them to Thrive in a Data-Driven World
Monet Software
JULY 30, 2019
You might want to look at Average Speed to Answer (ASA) and Abandonment Rate (AR) along with SLAs. It is important to keep this number low since it increases customer satisfaction and decreases repeat calls. Reviewing the tools they are using to make sure they have proper training can make a real difference.
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