A higher FCR rate indicates more efficient resolution of issues, jordan mobile phone numbers database which translates to higher customer satisfaction. Total calls resolved on first attempt Feed conversion rate. Total calls Average handle time (AHT): Average handle time (AHT) tracks the average time an agent spends on each call, including talk, hold, and post-call work time. Lower AHT reflects efficient handling without sacrificing quality. Total call time + Total hold time + Post-call work time Average Total calls Customer satisfaction score (CSAT): Customer satisfaction score (CSAT) measures customer satisfaction with their call experience, typically measured through surveys.
Total replies Net Promoter Score (NPS): Net Promoter Score (NPS) measures customer loyalty by asking customers how likely they are to recommend a service. The score is based on categorizing responses as promoters, passives, or detractors. Promoters: Loyal enthusiasts who give you a 9 or 10 and actively recommend your service. Passives: Satisfied but unenthusiastic customers who give you a 7 or 8. They are less likely to recommend your service but may still come back. Detractors: Unsatisfied customers who score 0 to 6 are likely to avoid repeat purchases and dissuade others.
