Customer satisfaction plays a vital role not just in keeping customers but also in attracting new customers through positive word of mouth referrals. This presentation shares some tips on effectively managing customer satisfaction in a call center.
3. Customer Satisfaction – Key Drivers
First Contact Resolution
Percentage of Blocked Calls
Average Wait Time in Queue
Service Level
After Call Work Time
Call Abandon Rate
Employee Attrition Rate
Average Speed of Answer
Average Handle Time
Schedule Adherence