Benchmark Customer centricity First call resolution industry standards 
Hodusoft
DECEMBER 21, 2023
It will help you gain insights into how banks and financial institutions can enhance their FCR rate with the help of cutting-edge call center software solutions. It is widely used as the benchmark for gauging customer service efficiency.
NobelBiz
APRIL 18, 2023
The following formula is used to get the AHT (Average Handle Time): the duration of the exchange itself (AHT), the duration of the caller’s wait (MEA), and the duration of the file’s post-call processing (ACW). This indicator is regarded as one of the most influential metrics for measuring customer service effectiveness.
JustCall
OCTOBER 25, 2023
For this, brands need to adopt customer-centric processes while empowering their agents to help provide exceptional support and services. Best Practices for Post-Call Surveys Now that we’ve established the critical role of agent performance, let’s explore how post-call evaluation can help you elevate it.
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