Youtor
>> YOUR LINK HERE: ___ http://youtube.com/watch?v=Gym28boGiy0
This metric serves as a reliable indicator of overall call center performance. • Most companies set their ideal service level around cost efficiency. For example, a company might aim to answer at least 80% of all inbound calls within 20 seconds. It is then upon the call center to meet this service level with: • Agent training • Process improvement • Technology upgrades • A service-level agreement (SLA) sets the expectations between the service provider and the customer and describes the products or services to be delivered. • Formulas: • (Number of Calls Answered in Y seconds ÷ Total Calls Received) x 100% • ((Number of Calls Answered in Y seconds) ÷ (Total Calls Answered + Abandoned Calls)) x 100% • ((Number of Calls Answered in Y seconds) ÷ (Total Calls Answered + Abandoned Calls after Y seconds)) x 100% • #bpointerviewtutorial #operationteamlead #kpi
#############################
