Service Level

Service Level

Service Level is in the Service Levels category. - View all

Knowledge Bankview more…knowledge bank rss

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

Call Centre Calculators

There are many call centre calculators available View

Call Control

Call control is about controlling the conversation with a customer. There is a cost to the lack of call control and this is observed in longer … View

White Papersview more…white papers rss

Telephony ACD Reporting Measures & KPIs

Provides an overview of key telephony reporting measures 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

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