Contact Center Dashboard
Introduction
Our dashboard services help you to convert your company’s outbound process data into interactive dashboards available on every device on a real-time basis, providing you with flexibility and mobility to make data-driven decisions.
Call Centre or Customer Interaction Metrics
- Call Completion Rate
- Agent Utilization
- Agent Seizure Ratio
- First Call Resolution Rate
- Call Handling Time
- Call Drop Rate
- First Contact Resolution Rate
Survey Responses or Voice of Customer Metrics
- Overall Satisfaction Rate – Highest (Rating Scale 8-10) and Lowest (Rating Scale 1-4)
- Total Associate Satisfaction – Highest (Rating Scale 8-10) and Lowest (Rating Scale 1-4)
- Improved Perception Rate
- Net Promoter Score
