![]() To better understand your agents’ efficiency, you should track their Average Handling Times. You can also bolster this KPI by adopting local dialing numbers. To maximize your ASR, take advantage of CommPeak’s LookUp that ensures you call valid numbers only. A “good” call center’s ASR is 40-50%, and if it’s above 60% - the services exceed expectations. Answer Success Rate (ASR)Īnswer Success Rate, or Answer Seizure Rate, is the percentage of the successfully connected calls to the number of attempted ones. That’s why we created a call center metrics definitions list that should help you understand which are most important for you and your business. The Most Critical Outbound Call Center Performance MetricsĬhoosing the right KPIs that pertain to your call center can be difficult. To discover if you’re doing so effectively, you’ll have to search for and examine the most relevant outbound call center metrics. Running a call center is stressful! You have to manage hundreds, if not thousands, of calls, all while maintaining the highest customer service standards.
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