What Metrics Matter Most For An Inbound Call Center?
Quality Contact Solutions
DECEMBER 31, 1969
Average Speed of Answer (ASA) : This metric calculates the amount of time it takes to answer a call once the call has been routed to the call center. Service Level : The percentage of calls that are answered within a specified time. At PBM, Kelli’s underlying clients EUTF, Cigna, Health Spring, TennCare, and PharMerica.
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