UK and IrelandAverage Response Time (ART)
Average Response Time
Average Response Time (ART) is in the Service Levels category. - View all
Knowledge Bankview more…knowledge bank rss
Average Delay of Delayed Calls
This is the average delay or wait time of all calls that have been delayed or have queued. … View
Average Response Time (ART)
Average Response Time (ART) - also called Average Speed of Answer (ASA) or Average Delay (AD) - is one of the key metrics used in call centres.&nbs… View
Cost of Delay
The cost of delayed or queuing calls is paid by either the caller or the company, where there is toll-free or free-phone numbers in place. Thes… View
White Papersview more…white papers rss
Telephony ACD Reporting Measures & KPIs
Provides an overview of key telephony reporting measures View
Ten Secrets to Boosting First Call Resolution (FCR)
In a challenging economic environment, holding on to existing customers is just as important as attracting new ones. Customer retention is one of m… View
Toolkitsview more…toolkits rss
Balanced Scorecard of KPIs & Objectives (All Levels)
Balanced Scorecard indicating performance targets for all levels of staff. Including Timeliness & Quality on one sheet for objectives … View
CC Calculator 1 - Expected Results from your Agent Nos. (30 min period)
Validate your expected performance results from the number of agents you have for a selected 30 min period (covers occupancy, service level and Avg… View
CC Calculator 2 - Expected Results from Total Call Input
Validate your expected performance results from the No. of agents you have for each 30 min interval of the day. Your total call volume for the day … View