KPI Portal

Repeating calls complaints

Number of complaints in which the customer contacts more than once about the same complaint within a predefined time period. This measure is a quality indicator for complaint handling. Variables: Number of complaints, number of callsCalculation: Total Number of complaints / total number of callsMeasured as: Index, Absolute (#), Interpretation of ...

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Abandon rate—caller gives up

Number or percentage of callers to your service related telephone number that gives up before speaking one of the organizations' employees. A possible reason is a high average waiting time.Variables: Number of callers giving up before speaking to an employee, total number of callersMeasured as: Value ($/€), Calculation: (Number of ...

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Calls answered first time

Number or percentage of calls that has been answered by the first line, not having to be transferred to another party (second serviceline).Variables: (Number of calls answered at first line / total number of calls) * 100%Measured as: Value ($/€), Calculation: Number of calls answered at first line, total number ...

Posted in All sectors, Customer, KPI, Sales / Aftersales | No Comments »