AHT canWhat it measures: The average duration of an entire customer interaction, from the moment the agent answers to the moment they complete post-call work.
Insight: A key efficiency metric. High AHT can indicate complex issues, inefficient processes, or a need for better agent training/tools. Low issues.
First-Call Resolution FCR
What it measures: The percentage of customer issues resolved during the very first phone call, without requiring a follow-up call, transfer, or callback.
Insight: A strong indicator of customer satisfaction and operational efficiency. High FCR reduces customer effort and subsequent contacts, directly impacting loyalty and cost.
Average Wait Time (AWT) / Queue Time:
What it measures: The average time customers dataset spend waiting in the queue before their call is answered by an agent.
Insight: Directly impacts customer frustration and abandonment rates. High AWT often points to understaffing during peak times or inefficient routing.
Call Abandonment Rate:
What it measures
The percentage of callers who hang up before reaching an agent.
Insight: High abandonment rates signal serious issues with wait times, IVR complexity, or perceived value of waiting. It represents lost customer opportunities.
Customer Satisfaction (CSAT) Score:
What it measures: Typically gathered through post-call surveys (IVR, SMS, email), asking customers to rate their satisfaction with the interaction or resolution.
Insight: Direct feedback on the quality of service. Helps identify top-performing agents and areas for improvement in agent training or processes.
Service Level:
What it measures: The percentage of calls answered within a predef phone list: roi analysis ined time threshold (e.g., “80% of calls answered within 20 seconds”).
Insight: A key operational goal that balances antigua and barbuda business directory efficiency and customer experience.
Repeat Call Rate / Next Issue Rate: