Benchmark, First call resolution and Inbound sales

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Benchmark

First call resolution

Inbound sales

Best Practices for your Quality Monitoring Form

Customer Relationship Metrics

MAY 12, 2017

The following discussion comes from a study conducted in an inbound sales and (sister) service group. The iQM scores were consistently high but customer complaints, First Call Resolution performance, and customer defection as measured by Net Promoter Score (NPS) were all on the negative trend when quantified by the eQM process.

Best practices

Best practices Call Center Inbound sales First call resolution

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

OCTOBER 11, 2018

FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. Without question, our most important metric is first call resolution…”.

Call Center

Call Center Metrics Contact Center Wait times

Customer Contact Central

Best Practices for your Quality Monitoring Form

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

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