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Customer service
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Field services
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Help / Support Desk
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Walk-in Service
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Call Center (Inbound)
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Customer relationship
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Customer service
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KPIs in ‘Customer service’
tagged with
‘call’
Average number of calls / service request per handler
Average number of calls / service requests per employee of call center / service desk within measurement period.
First-call resolution rate
Percentage of customer issues that were solved by the first phone call.
Average talk time of phone calls
Average duration (talk time) of phone calls.
Listed in: Call Center (Inbound), Call Center (Outbound)
Tags: call, phone, telephone, time, talk time, duration
% of calls answered within set timeframe
Percentage of telephone calls answered within a definite timeframe, e.g. 80% in 20 seconds.
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