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They monitor and evaluate how work is done and the results that are offered. They are vital in determining customer satisfaction and knowing where to improve. It is a task in charge of personnel control and they are responsible for indicating to you which direction your company is heading. The 5 KPIs for call centers that you should know Customer satisfaction: it is the most relevant of all. It helps you measure customer satisfaction with the call, the product, and the company. Surveys are the most useful tool to carry out this KPI. Resolution in the First Call: it is the ability of your call center to solve problems in the first call with a client.

It is directly linked to customer satisfaction. Response time Buy Bulk SMS Service measure how accessible your call center is to customers. Again it is vital to improve it to increase customer satisfaction . Schedule adherence: is responsible for measuring how much time, during their workday, the agent is available to answer calls or manage data. A good measure is between 80 and 90% of the time. Contact quality: it is normally evaluated by agents specialized in quality control. It does not measure the quality of the client, but the quality of the contact with him : cordial greetings, data retention, courtesy and professionalism, etc. Now that you know the most important call center KPIs , which ones are you going to start measuring.




Send comment Your email address will not be published.  Types of call center campaigns, do you know them all? Jan 11, 2023 | Call centers | 0 Comments In a call center you can do many things. The types of campaigns are renewed from time to time and with access to a call center you can carry out different promotional actions according to your objectives. Today we talk about the types of campaigns in a call center and we tell you everything you can do to get the most out of your call center. With the actions of making and receiving calls you can implement different campaigns that keep your staff busy or that improve the reputation of your company.