Top Metrics that Measure Inbound Call Center Performance
Tenfold - Contact Center Blog
JULY 9, 2018
The cases that should be included in the formula are issues that can be resolved during the first call–for example, booking changes, cancellations, and upgrades. A contact center’s FCR improves when clear goals and outcomes are laid out while continuously tracking agent performance. The ASA in this instance is 1.5
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