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Any location within a company where quantities of incoming calls are handled by people, telephones, and computers. Call centers route calls to the appropriate agent or operator.
KPIs in ‘Call Center (Inbound)’
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.
% of customers that are satisfied
Percentage of customers that are satisfied.
% of email inquiries responded within 24 hours
Percentage of email inquiries responded within 24 hours.
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